Erica Masinopa

QUALITY ANALYST | FREELANCER

Serbisyo sa Kustomer / Suporta

Angeles City, Pampanga

Mga serbisyong inaalok

Detail-oriented Quality Analyst with experience in monitoring, evaluating, and improving customer service interactions within a BPO environment. Skilled in ensuring agent compliance with company standards, client requirements, and quality guidelines while driving continuous improvement through data analysis and actionable feedback. Backed by a strong foundation in customer service, virtual assistance, and administrative support, with excellent communication, organizational, and problem-solving skills. Adaptable professional eager to contribute to service excellence, operational efficiency, and team performance.

Virtual assistant

Administrative support

Customer service

Quality analyst

Tinatayang halaga: ₱ 580 kada oras

Karanasan

PROFESSIONAL EXPERIENCE
_________________________________________________________________________________________________
SWAK BPO Corp, Philippines
Quality Analyst | July 21, 2026 – Present

Monitor and evaluate customer interactions to ensure compliance with company standards, client requirements, and quality benchmarks.
Provide detailed feedback and performance reports to agents to improve service quality and customer satisfaction.
Identify process gaps and recommend corrective actions to enhance overall operational efficiency.
Support continuous improvement initiatives by analyzing quality trends and performance metrics.

iQor Company, Philippines
Customer Service Representative | 2024

Assisted customers with billing inquiries, service upgrades, and account-related concerns.
Resolved technical issues by guiding customers through troubleshooting for mobile and internet services.
Maintained high customer satisfaction by delivering clear, professional, and empathetic support.

Outsourced (Remote)
Virtual Assistant | 2019

Managed emails and calendars, scheduled meetings, and handled routine client communications.
Supported social media management by creating content, scheduling posts, and responding to basic customer messages.