Klarence Mae Magday

Operations Support & Quality Analyst specializing in customer operations, quality assurance, process improvement, documentation, and operational analysis. Experienced in supporting high-volume service operations through organized systems, workflow optimization, compliance monitoring, and cross-functional collaboration that improve operational consistency and customer experience.

Quality Analyst – Operations (Intermediate) at Telus Digital Philippines (2022-06 – Present)

• Reviewed customer interactions to verify compliance with quality standards, supporting consistent customer experiences and operational accuracy.
• Identified recurring process gaps and performance trends, providing Operations leaders with actionable insights to reduce repeat issues.
• Recommended workflow improvements based on audit findings and frontline experience, helping simplify processes while maintaining client requirements.
• Analyzed client-flagged cases to determine whether issues originated from agent behavior or process gaps, supporting practical operational solutions.
• Used AI-assisted quality monitoring alongside manual audits to identify compliance risks and operational trends.
• Design, assess and execute scenarios to evaluate AI Model's performance and responses against defined quality criteria and document findings to support agent development.

Quality Analyst – Operations (Intermediate) at Telus Digital Philippines (2022-06 – Present)

Key Business Results

• Recognized as Top QA across consecutive quarters for quality performance and program contributions.
• Completed a Lean Six Sigma Yellow Belt project that improved audit accuracy to 95%, supporting expansion from a ring-fenced team to a full line of business.
• Received direct client recognition for improving calibration alignment and reinforcing quality standards.

Subject Matter Expert at Telus International Philippines (2022-01 – 2022-06)

• Served as the primary operational resource for trainees and newly endorsed agents, improving knowledge transfer and workflow consistency.
• Supported supervisor escalations involving complex customer concerns to maintain service continuity.
• Coordinated with Training and Operations to communicate process updates across teams.

Subject Matter Expert at Telus International Philippines (2022-01 – 2022-06)

Key Business Result

• Selected to support the launch of a pilot transportation-network program that later expanded into a full line of business.

Customer Support Representative at Telus International Philippines (2017-08 – 2022-01)

• Supported customers through phone and email by resolving account, payment, and platform inquiries while maintaining accurate documentation.
• Coordinated customer onboarding by reviewing compliance requirements before activation.
• Investigated payment concerns by explaining earnings, incentives, and payment adjustments, improving customer understanding.
• Scheduled appointments requiring in-person support and coordinated escalations to internal teams.
• Managed multiple customer cases while consistently meeting quality, productivity, and customer satisfaction targets.

Customer Support Representative at Telus International Philippines (2017-08 – 2022-01)

Key Business Results

• Consistently achieved quality, productivity, and customer satisfaction KPIs.
• Recognized as a Top Team Member during quarterly recognition events.
• Selected to participate in client-facing quality evaluation sessions.

Bachelor of Arts in English – Isabela State University