Journacel Ferrer

I am a dedicated Quality Assurance and Data Analyst with 3 years of experience. I started my career as a Customer Support Associate and was promoted to Quality Analyst after a year. In my current role, I mainly focus on auditing support tickets and generating reports highlighting insights to help improve the quality of customer service. I also host calibrations, side-by-side monitoring, coaching sessions, team huddles, and QA parameter talks to keep the Operations team aligned and help improve the overall quality performance. On top of that, I manage databases, dashboards, Google Sites, and spreadsheets to track and document quality metrics and ensure everything stays on track.