Genife N.

Technical Support, Customer Service, Quality Analyst

I’m Gen, A Quality Analyst with 9 years of experience supporting international clients in the BPO industry, including 6 years specializing in Quality Analysis and Quality Leadership. I have a strong background in fintech QA, where I audit back-office processes and customer calls to ensure compliance, accuracy, and adherence to client-defined quality standards. I began my career in technical support, which gave me a solid understanding of customer experience, system navigation, and issue resolution. This foundation allows me to evaluate interactions not only for compliance, but also for customer impact and business risk. In my current role, I work closely with overseas stakeholders, providing quality insights, performance trends, root-cause analysis, and actionable recommendations to drive process improvement and consistent results. My core QA strengths include: Call and back-office quality audits Fintech compliance and risk awareness Quality scoring, calibration, and feedback delivery Trend analysis and continuous improvement Clear documentation and client-ready reporting In addition to QA, I bring experience in administrative support and sales, having previously worked as a secretary managing customer coordination and schedules. I also run a small perfume reselling business, which has further strengthened my negotiation, persuasion, and client communication skills—all valuable when delivering feedback, aligning with stakeholders, and supporting performance improvement. I offer Upwork clients a detail-oriented, compliance-driven, and client-focused QA partner who understands both operational realities and quality expectations, especially within fintech and high-risk environments.