Jelyn Deocareza

Quality Assurance professional with nearly five years of experience in BPO quality operations, quality monitoring, policy compliance, performance evaluation, and continuous improvement. Experienced in conducting quality assessments, investigating recurring errors through root cause analysis, recommending corrective actions, and facilitating calibration sessions to maintain consistent evaluation standards. Skilled in quality trend identification, operational reporting, documentation management, and cross-functional communication.

Combines quality assurance expertise with B2B SaaS customer experience and support experience to promote accuracy, compliance, and operational efficiency.

Customer Experience Expert (B2B SaaS) - GUESTY

(2026-04 - 2026-10)

• Maintained a 95%+ Customer Satisfaction (CSAT) score by providing technical support, resolving customer concerns, and managing relationships with B2B property management clients.
• Supported client onboarding and product adoption by guiding customers through complex SaaS workflows and troubleshooting platform-related challenges.
• Collaborated with Product, Engineering, and Customer Support teams to investigate and resolve technical escalations, minimize customer downtime, and support client retention.
• Analyzed customer feedback and platform usage trends to identify operational challenges and recommend improvements to product utilization.

Quality Analyst - TASKUS INC.

(2021-07 - 2026-05)

• Audited customer interactions across voice and non-voice channels to evaluate accuracy, policy compliance, adherence to client requirements, and established quality standards.
• Identified recurring errors, performance gaps, and quality trends through evaluation findings, supporting targeted corrective actions and continuous improvement initiatives.
• Performed root cause analysis on quality issues and recommended remediation measures to address process gaps, improve agent performance, and prevent recurring errors.
• Served as a Subject Matter Expert (SME) and resource for operational teams by clarifying policies, interpreting quality guidelines, and providing guidance on process-related concerns.
• Collaborated with Operations, Team Leaders, and relevant stakeholders to communicate audit findings, investigate quality concerns, and coordinate appropriate follow-up actions.
• Facilitated calibration sessions to align evaluation criteria, improve scoring consistency, and promote standardized application of quality requirements.
• Prepared daily, weekly, and monthly quality reports to monitor performance, identify trends, and support operational decision-making.
• Provided actionable feedback and coaching recommendations to address individual performance gaps and reinforce compliance with quality expectations.
• Supported the communication and implementation of policy updates, client feedback, and revised quality guidelines across operational teams.
• Maintained quality monitoring forms, quality assurance agreements, and other supporting documentation to ensure organized and consistent quality records.
• Contributed to quality initiatives for a ridesharing campaign by monitoring service interactions, identifying improvement opportunities, and supporting KPI achievement.

Teammate – (Ridesharing) - TASKUS INC.

(2019-07 - 2021-06)

• Handled customer inquiries and concerns related to ridesharing services, providing accurate information and timely assistance in accordance with established policies and procedures.
• Resolved customer issues involving ride-related transactions and service concerns while maintaining a professional and customer-focused approach.
• Delivered consistent customer support by following prescribed workflows, service standards, and escalation procedures.
• Met established key performance indicators (KPIs) while maintaining quality standards and customer satisfaction expectations.
• Documented customer interactions accurately and escalated complex or unresolved concerns to the appropriate teams when necessary.
• Adapted to campaign updates, policy changes, and operational guidelines to ensure accurate and consistent support delivery.

Customer Service Associate - WNS GLOBAL

(2019-04 - 2019-04)

• Supported customers for an Assurance Wireless campaign by addressing service inquiries and concerns in accordance with established procedures.
• Met campaign performance indicators while maintaining customer-focused service and professional communication.

Customer Service Representative - THE RESULTS COMPANIES

(2018-10 - 2018-10)

• Assisted customers with inquiries and service-related concerns for a hotel and travel campaign.
• Followed established customer service procedures while working toward campaign performance indicators and delivering customer-centric support.

Bachelor of Science - Information Technology - Pamantasan ng Lungsod ng Marikina (2019-03)

Secondary Education - Valeriano E. Fugoso High School (2015-03)