Kiarra Guradillo

Third-year Computer Science student with 3 years of experience in the BPO industry as a QA Analyst for calls. Experienced in checking work against quality standards, finding mistakes, and writing feedback that is clear enough for others to act on. Looking for an entry-level website QA role where BPO QA experience and Computer Science studies can be used together.

QA Analyst - Call Quality at iQor Philippines (2023- 06 – Present)

• Reviewed customer calls using quality standards, compliance requirements, and performance scorecards.
• Listened for missed steps, accuracy issues, tone, customer experience, and process adherence.
• Prepared QA notes and feedback to support agent coaching and quality improvement.
• Applied evaluation standards consistently across different scenarios.
• Worked in a fast-paced environment that required accuracy, confidentiality, time management, and adaptability.

Customer Service Representative at iQor Philippines (2022-04 – 2023-06)

• Handled inbound customer calls, resolved inquiries, and provided accurate information in line with client guidelines.
• Maintained quality scores and followed call handling procedures consistently across shifts.
• Transitioned into the QA Analyst role after demonstrating strong attention to detail and process knowledge.

Bachelor of Science in Computer Science – University of Mindanao (2023 – Present)