JESSA MARIE AMORES

• Analyzed quality and performance data to support operational decision-making.
• Developed and maintained quality assurance procedure documentation.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
• Maintained up-to-date knowledge of quality assurance methodologies, applying best practices to daily tasks.

• Monitored performance trends and coached agents on quality, productivity, and attendance expectations.
• Led daily team huddles to align service goals, workload priorities, and escalation handling.
• Reviewed call handling and documentation for compliance with service standards and client requirements.

• Adapted classroom materials to support diverse learning needs and language abilities.
• Guided struggling learners through targeted remediation and one-on-one language support.
• Increased student confidence through regular feedback and personalized instruction.
• Developed and taught ESL curriculum to improve students' conversational abilities.
• Educated students in the basics of English grammar and conversational speaking.
• Designed interactive lessons to engage all learning styles and promote active participation.

• Planned and delivered practice-based lessons aligned with curriculum objectives and student learning needs.
• Assessed student performance through observations, assignments, and feedback to guide instructional adjustments.

Pilar Campus

• Degree Awarded with Latin Honor