Alyssa Dorothy Dela Cruz

I present myself as a Quality Assurance Specialist who brings precision, empathy, and structure into every environment I work in. I don’t just evaluate interactions I interpret patterns, uncover root causes, and translate data into meaningful improvements. My background across Teleperformance, Concentrix, and iQor shaped me into someone who understands both the customer’s voice and the operational realities behind every metric.

I communicate feedback in a way that is clear, fair, and actionable. My Mass Communication training helps me deliver insights that motivate rather than discourage, and my experience in coaching and frontline support allows me to balance objectivity with empathy. I take pride in being consistent under pressure, meeting deadlines without compromising accuracy, and maintaining a standard of quality that teams can rely on.

I naturally gravitate toward process improvement. I spot trends, identify inefficiencies, and propose practical solutions that enhance both agent performance and customer satisfaction. My documentation is structured and easy to understand, and I always anchor my evaluations in the customer experience.

At my core, I am a quality advocate—someone who strengthens teams, elevates performance, and brings clarity to complex workflows. My work reflects a blend of analytical rigor, communication skill, and genuine care for the people behind the metrics.

I began my career as a secretary, where I managed a wide range of administrative responsibilities with accuracy and organization. I prepared and collated reports, handled filing and data encoding, processed bills and expenditures, and supported daily office operations through proficient use of Microsoft Word, Excel, and PowerPoint. I also managed photocopying, printing, and other clerical tasks that ensured smooth workflow across the office.

As an admin coordinator, I expanded my operational capabilities by overseeing task assignments and ensuring timely completion in line with company policies. I managed core office functions such as call handling, email correspondence, client file management, data entry, and reporting. I coordinated product shipments to various locations, ensuring prompt delivery through effective time and task management. I also represented the company in expos, helping showcase products and strengthen brand visibility.

My transition into the BPO industry began at iQor as a customer service representative. I provided clear explanations of products and warranties, supported customers in a fast-paced environment, and consistently maintained low wait times. My reliability and expertise earned me roles as floor support, point of contact (POC), subject matter expert (SME), and eventually quality coach—reflecting the trust placed in my judgment and leadership.

As a technical support representative, I resolved a wide range of technical issues involving hardware, software, email, and network concerns. I also supported customers with devices such as telephones, tablets, and televisions. I communicated complex technical information in simple, understandable terms, ensuring customers felt informed and confident in the solutions provided.

In my next technical support role, I assisted global customers via chat, delivering detailed product and service information while maintaining strong professional relationships. My performance led to a promotion to Quality Assurance Specialist, where I collaborated closely with quality managers, operations leaders, supervisors, and advisors to uphold performance standards. I actively participated in company projects and development meetings, coached advisors on a daily, weekly, and monthly basis, and conducted team manager audits to ensure calibration. I also facilitated client calibration sessions, monitored transactions at both process and advisor levels, and coordinated quality training programs to ensure consistent application of quality processes across the team.

I completed my Bachelor of Arts in Mass Communication at Dominican College (2014–2018), where I developed strong communication, writing, and analytical skills that support my work in quality assurance and customer experience. Prior to that, I attended Jose Rizal University from 2004–2014 for both my elementary and secondary education, building a solid academic foundation and early leadership skills.