Ella Mae Daclis

Experienced Quality Analyst with a background in quality auditing, content policy review, escalation handling, and omni-chanel support. Skilled in identifying issues, maintaining compliance with platform standards, and providing feedback to improve team performance and customer experience. Detail-oriented, adaptable, and able to stay calm under pressure while supporting daily operations and process improvements.

Quality Analyst at GENPACT (2025-10 – Present)

Promoted October 2025

• Conduct quality audits on high-risk cases to ensure policy compliance and accuracy
• Lead calibration sessions and provide performance coaching to close training gaps
• Analyze trends and quality data to recommend process improvements
• Support SOP updates and resolve systemic operational issues

Process Associate at GENPACT (2024-03 – 2025-10)

Promoted to Quality Analyst in March 2024

• Managed ticket escalations involving complex user safety and policy violations
• Collaborated with internal teams to mitigate account security risks
• Provided omnichannel support through email and live chat platforms

Fraud Detections Analyst at TELUS International (2023-11 – 2024-01)

• Identified and analyzed high-risk fraud activities
• Secured customer accounts during extreme risk incidents
• Ensured regulatory compliance and completed investigative reports

Bachelor in Early Childhood Education – Philippine Normal University (2019 – 2023)