Joanna Mae Miral

JOANNA MAE MIRAL Annex 2932 Brgy. Don Bosco Paranaque City --PROFESSIONAL SUMMARY Experienced Quality Assurance professional with a strong background in agent coaching, performance reviews, and customer service. Proven ability to evaluate performance, ensure compliance with established standards, and provide accurate, constructive feedback. Demonstrates strong organizational skills, attention to detail, and a commitment to maintaining high levels of service quality and operational efficiency. EDUCATION Olivarez College 2021 - 2025 Bachelor of Science in Business Administration, Major in Operations Management 2019 - 2021 Arandia College Accountancy, Business, and Management WORK EXPERIENCE IBEX Global Solutions - Paranaque City January 2023 - May 2025 Quality Supervisor Oversees calibration sessions, agent coaching, and quality performance reviews. Works closely with operations and training teams to implement improvements and maintain compliance with client standards. Prepares and presents regular QA reports to management for performance tracking and strategic planning. May 2022 - January 2023 Quality Analyst Evaluated customer interactions to ensure compliance with quality standards and industry regulations. Delivered actionable feedback to enhance communication, accuracy, and customer satisfaction. Conducted root cause analysis with team leads to improve process efficiency and reduce errors. Maintained QA dashboards and reports, supporting performance tracking and improvement initiatives. Teleperformance - Quezon City July 2021 - April 2022 Customer Service Reprsentative Provided accurate insurance and medical policy information to patients and providers. Handled inquiries with confidentiality, following HIPAA compliance standards. Maintained professionalism in handling health-related concerns. Achieved metrics on call handling time, customer satisfaction, and issue resolution. SKILLS Proficient in Microsoft Excel (data tracking, reporting, analysis) Experienced in reading and interpreting Electronic Health Records (EHR) Quality monitoring and compliance evaluation Performance feedback and coaching Time management and multitasking Strong written and verbal communication skills CERTIFICATIONS English as a Medium of Instruction English for Business and Entrepreneurship Establishing and Operating Micro-Small Medium Enterprise English in the Workplace Communication Using Educational Technology in the English Language Classroom