Ella Mae Daclis
Quality Analyst | Process Associate
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About
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.
Experience
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
Education
Bachelor in Early Childhood Education – Philippine Normal University (2019 – 2023)
