Quality Assurance Analyst | Customer Support VA | OperationsQuality Assurance Analyst | Customer Support VA | Operations
Magdalena
ID Verified$900
per month
($5/hour)
Profile Description
Customer Service and Quality Assurance professional with 5+ years of experience delivering exceptional customer support and improving service quality for US-based accounts. Skilled in CRM platforms, Google Workspace, quality monitoring tools, ticket management, and issue resolution across phone, chat, and email. Brings proven expertise in customer satisfaction, problem-solving, and process improvement to deliver responsive, accurate, and reliable support for remote teams.
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Design & Creative
E-commerce & Marketplace
Sales & Business Development
Virtual Assistance & Admin
Data & Analytics
Work Experience
Quality Assurance Analyst
TaskUs
Dec 2023 - Apr 2026
Job Responsibilities:
Evaluated 200+ recorded customer interactions each month across voice and email channels, maintaining 90%+ QA accuracy while ensuring compliance with client standards. Monitored KPI performance against client scorecards, identifying root causes that guided targeted coaching for frontline agents. Conducted call listening sessions and calibration meetings that strengthened policy compliance and eval...
Branding and Shopify Designer
Self-Employed
Oct 2022 - Dec 2023
Job Responsibilities:
Delivered branding and Shopify design projects for 5 businesses in the handmade and makers niche. Designed marketing assets using Adobe Illustrator and Canva, contributing to a 20% increase in campaign engagement. Created reusable brand guidelines and design templates that improved consistency across digital and print materials. Built Shopify storefronts with improved navigation, product presentat...
General Virtual Assistant
Self-Employed
Feb 2021 - Oct 2022
Job Responsibilities:
Managed content calendars across Instagram, TikTok, X, and LinkedIn for multiple US-based clients. Increased audience reach through content planning, community engagement, and consistent publishing schedules. Designed branded YouTube thumbnails that improved channel consistency and audience engagement. Coordinated daily administrative and content support activities across multiple client accounts...
Customer Service Consultant
Sutherland Global Services
Jul 2017 - Feb 2021
Job Responsibilities:
Resolved technical, billing, and account inquiries across voice and chat while meeting client service and compliance standards. Maintained audit-ready customer documentation that met regulatory and client requirements. Earned recognition for achieving the highest number of customer Promoters during a monthly performance cycle. Received multiple awards including Best in VOC, Best in Adherence, and...
Quick Stats
Certifications
Education
High-school
Juan R. Liwag Memorial High School
2009 - 2010
Bachelor's Degree
ACLC College of Gapan
2010 - 2010