Jolly Ann Sayson
Quezon City, Metro Manila
Summary
Seasoned Quality Assurance Manager skilled in tackling challenges and finding practical solutions to enhance team performance and customer satisfaction. Emphasizes collaboration and clear communication to ensure alignment. Experienced in coaching team members, streamlining workflows, and developing resources to create a positive and productive environment that prioritizes top-notch quality. Utilizes data-driven methodologies to prevent defects and ensure compliance in manufacturing settings. Strong understanding of regulatory standards and continuous improvement practices to drive results.
Overview
11
11
years of professional experience
Work History
Quality Assurance Manager
TaskUs Philippines
11.2021 - Current
- Revitalized team performance by transforming a struggling team with a 60% quality score into a high-achieving unit consistently exceeding targets through targeted training initiatives and process improvements
- Developed and implemented the 'Snippet Library,' a centralized repository of approved email templates, enhancing customer satisfaction and agent efficiency
- Aligned team leaders on quality standards through focused training, ensuring consistent adherence to high-quality customer interactions across the team
- Empowered agents to provide exceptional customer service through the introduction of the 'Flex Policy,' resulting in a 10% decrease in 1-star ratings on adjustments
- Streamlined support workflows by optimizing ticket handling processes, significantly reducing average handling time
- Oversaw quality assurance for diverse campaigns, including: Know Your Customer (KYC) Compliance: Managed quality assurance processes to ensure adherence to identity and payment verification requirements, including implementing escalation procedures for non-compliance
- Sales Acquisitions: Monitored and evaluated the quality of customer acquisition processes for new users/clients of online platforms
- Sales Lead Conversion: Assessed the quality and effectiveness of lead conversion processes through various communication channels (e.g., calls)
- Marketing Technology Quality: Evaluated the quality of customer interactions related to marketing promotions and advertising campaigns
- Customer Retention: Measured the effectiveness of customer retention strategies and interventions through quality monitoring
- Service Delivery Quality: Assessed the quality of service delivery, including handling of cancellations, delays, or other service-related issues
Level 1 and 2 Team Leader
TaskUs Philippines
05.2018 - 11.2021
- Led a high-performing team in resolving a high volume of customer service inquiries, consistently exceeding first-call resolution targets
- Implemented strategies to optimize handling time and improve efficiency
- Spearheaded the 'Project Heart' initiative for the Rider sharing campaign, significantly enhancing customer experience by addressing negative agent responses and robotic emails
- Drove a substantial decrease in DSAT scores and ensured alignment with client expectations for quality performance
Technical Support Team Leader
Transcom Worldwide Philippines
01.2015 - 01.2018
- Led a team in effectively investigating and resolving a wide range of customer technical inquiries and complaints, consistently maintaining high customer satisfaction ratings
- Implemented proactive measures to address recurring technical issues and improve overall customer experience
- Delivered comprehensive and timely performance feedback and coaching to CSRs, fostering significant improvements in team performance and individual development
- Managed critical inter-departmental escalations with diligence and efficiency, contributing to increased customer retention
Quality Assurance Specialist
Transcom Worldwide Philippines
01.2014 - 01.2015
- Conducted in-depth analysis of customer interactions through detailed call monitoring, providing actionable insights and recommendations that significantly improved agent efficiency and customer service quality
- Collaborated closely with Operations leadership to design and implement targeted performance improvement initiatives, resulting in streamlined call handling processes and enhanced first-call resolution rates
Education
Bachelor of Science - Hotel and Restaurant Management
St. Paul University of Quezon City
01.2002
Skills
- Customer Engagement Expertise
- Process Improvement
- Ability to Adjust
- Effective Communication
- Coaching Expertise
- Organized Task Management
- Problem-Solving Prowess
- Skilled in Digital Tools
- Result-Oriented
- Experience with Google Workspace Applications
- Experienced in JIRA
- Google Form Management
- NICE Platform Knowledge
- Experienced with Slack Communication
- Experienced with Google Sheets
- Online Communication Proficiency
- Internal audits
- Continuous improvement
- Quality assurance management
- Attention to detail
- Data analysis
- Performance metrics
- Project management
- Audit reporting
- Trend analysis
- Performance monitoring
- Document control
- Policy reinforcement
- Process analysis
- Relationship building
Accomplishments
- Documented and resolved Safety related issues which led to 100% Regulatory compliance.
- Achieved 90% Quality performance through effectively helping with agent RCA from audit markdowns.
- Collaborated with team of 10 in the development of Project Snippet Library
- Achieved 99% Accuracy performance by completing process reviews and continuous agent exercises focused on compliance check and efficiency.
- Supervised team of 20 staff members.
- Promoted to Quality Manager after 3 years with the company.
- Earned the “Customer Hero” Recognition in 2025 for being advocate on improving customer experience by going above and beyond approach focused on addressing customer needs.
Timeline
Quality Assurance Manager
TaskUs Philippines
11.2021 - Current
Level 1 and 2 Team Leader
TaskUs Philippines
05.2018 - 11.2021
Technical Support Team Leader
Transcom Worldwide Philippines
01.2015 - 01.2018
Quality Assurance Specialist
Transcom Worldwide Philippines
01.2014 - 01.2015
Bachelor of Science - Hotel and Restaurant Management
St. Paul University of Quezon City
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