Erica Masinopa

Detail-oriented Quality Analyst with experience in monitoring, evaluating, and improving customer service interactions within a BPO environment. Skilled in ensuring agent compliance with company standards, client requirements, and quality guidelines while driving continuous improvement through data analysis and actionable feedback. Backed by a strong foundation in customer service, virtual assistance, and administrative support, with excellent communication, organizational, and problem-solving skills.

Adaptable professional eager to contribute to service excellence, operational efficiency, and team performance.

PROFESSIONAL EXPERIENCE

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SWAK BPO Corp, Philippines

Quality Analyst | July 21, 2026 – Present

• Monitor and evaluate customer interactions to ensure compliance with company standards, client requirements, and quality benchmarks.
• Provide detailed feedback and performance reports to agents to improve service quality and customer satisfaction.
• Identify process gaps and recommend corrective actions to enhance overall operational efficiency.
• Support continuous improvement initiatives by analyzing quality trends and performance metrics.

iQor Company, Philippines

Customer Service Representative | 2024

• Assisted customers with billing inquiries, service upgrades, and account-related concerns.
• Resolved technical issues by guiding customers through troubleshooting for mobile and internet services.
• Maintained high customer satisfaction by delivering clear, professional, and empathetic support.

Outsourced (Remote)

Virtual Assistant | 2019

• Managed emails and calendars, scheduled meetings, and handled routine client communications.
• Supported social media management by creating content, scheduling posts, and responding to basic customer messages.

EDUCATION 

Northwest Samar State University, Samar, Philippines

Bachelor of Agricultural Technology

2021 – 2025