Monica JC

A seasoned Training and Quality Analyst with 14 years of robust experience in the contact centre industry, I bring a comprehensive understanding of organizational processes, particularly in Transaction Monitoring, Compliance Management, and Process Improvement. My expertise includes conducting quality assurance audits, initiating and managing process improvement projects, and developing training courses aligned with product launches and updates. I have a proven track record in creating and assessing learner evaluations and ensuring high training completion rates across the floor. As a key member of the benchmark committee, I have contributed to standardizing training, quality, and compliance protocols across the organization. My versatility and adaptability have allowed me to excel in various roles, consistently delivering value and maintaining high standards.

• Consistently received outstanding feedback from customers, senior management, and stakeholders for excellence in service delivery and process transitions.
• Successfully led the team in implementing FMEA (Failure Mode and Effects Analysis) compliance processes.
• Honoured as an outstanding performer for three consecutive quarters, delivering exceptional results in pilot processes.
• Collaborated with the central quality team to enhance the reporting structure for ongoing processes.