Phoebe Rubrico

I am a Quality Assurance and Customer Experience professional with 12+ years of experience across customer support, retention, and quality analysis in BPO environments. I specialize in transforming customer feedback and operational data into actionable insights that drive measurable improvements in performance and customer satisfaction.

Throughout my career, I have worked closely with operations and training teams to identify root causes behind recurring issues impacting CSAT and DSAT. Rather than focusing solely on evaluation, I take a proactive approach—developing targeted action plans, improving communication standards, and supporting teams through calibration and coaching to ensure consistency and long-term impact.

I have hands-on experience in analyzing QA scores, customer feedback, and performance metrics to uncover trends, address gaps, and optimize processes. I am also comfortable building trackers and reports using tools such as Excel and CRM platforms to support visibility, accountability, and decision-making.

What sets me apart is my ability to bridge quality insights with business outcomes—ensuring that improvements are not only identified, but implemented, tracked, and sustained. I am now looking to contribute to a team where I can continue driving process improvement, enhancing customer experience, and supporting operational excellence.

Quality Assurance Specialist at Majorel Philippines (2019-05 – 2023-05)

Quality Assurance Specialist evaluating customer interactions in high-volume contact center environment

• Conducted 50+ daily quality evaluations of customer interactions across calls, chat, and email using standardized QA scorecards and evaluation guidelines.
• Applied scoring criteria consistently and documented evaluation results with clear, detailed rationale to support coaching, compliance tracking, and performance improvement.
• Improved agent ownership of survey performance by creating a clearer survey tracking view and a survey calculator that enabled agents to monitor return rates, average scores, and required survey volume, contributing to increased survey participation and more consistent metric maintenance.
• Proposed process improvements to increase survey return rates, including stronger survey reminders, better identification of positive customer interactions, and targeted coaching supported by action plans.
• Improved the escalation process by identifying outdated procedures and the lack of QA standards, then proposing a clearer escalation path and helping secure client approval for QA guidelines, which streamlined resolution and reduced unnecessary open tickets and improved turnaround time.
• Facilitated calibration sessions with internal teams and client stakeholders to drive alignment on scoring standards, quality expectations, and performance improvements.
• Trusted to support multiple lines of business as the only QA assigned across programs, ensuring consistent quality standards and adapting quickly to varying workflows and requirements.
• Served as Quality Point of Contact (POC), acting as the primary liaison between Quality and Operations, facilitating discussions, providing coaching to QA analysts, and driving performance improvements by proposing action plans and monitoring progress with stakeholders.

Senior Retention Specialist at Varsity Tutors (2023-09 – 2025-09)

Senior Retention Specialist managing customer interactions and retention for subscription-based services

• Managed 40+ daily customer interactions via phone and email, addressing concerns and providing solutions to retain subscription-based services.
• Handled escalations and complex customer issues, ensuring resolution aligned with service standards and customer experience expectations.
• Maintained accurate and consistent documentation across CRM systems to support case tracking and follow-through.

B2B Customer Service Representative at Majorel Philippines (2017-08 – 2019-05)

B2B Customer Service Representative supporting business clients with account-related inquiries and service concerns

• Supported business clients with account-related inquiries, onboarding, and service concerns across phone, email, and chat while maintaining service quality standards.

Customer Retention Specialist at Accenture (2013-12 – 2017-02)

Customer Retention Specialist managing inbound retention cases and churn mitigation

• Managed inbound retention cases, identifying churn risks and applying recovery strategies to meet satisfaction targets.

ESL Instructor (Online/Onsite) at Moon Kkang Inc. (2012-02 – 2013-12)

ESL Instructor delivering English instruction to international students

• Delivered structured English instruction to Korean students, adapting communication methods based on learner proficiency.

Bachelor of Science in Education – Gordon College, Olongapo City