Justin Wauchope

Results-driven professional with over 7 years of experience in customer service, quality assurance, compliance, and document management within high-volume BPO environments. Proven track record of improving operational efficiency, ensuring regulatory compliance, and delivering exceptional customer experiences.

Document Specialist at Ethos (2025-04 – Present)

• Review, verify, and process customer documents for accuracy and compliance.
• Perform quality assurance checks and resolve discrepancies.
• Maintain digital records and support document workflows.
• Ensure adherence to company policies and regulatory requirements.

Customer Service Representative at VXI Jamaica (2025-01 – 2025-12)

• Answer customer inquiries through multiple communication channels.
• Resolve complaints using first-contact resolution techniques.
• Provide technical support and process orders, cancellations, and returns.

Compliance Analyst at IBEX Jamaica (2024-01 – 2024-12)

• Conduct compliance audits and monitor regulatory adherence.
• Contributed to a 15% reduction in legal/compliance costs.
• Provide compliance training and guidance to representatives.

Quality Analyst at IBEX Jamaica (2018-01 – 2024-01)

• Improved efficiency by 20% through coaching and quality reviews.
• Evaluated approximately 200 customer interactions monthly.
• Promoted from Customer Service Representative to Quality Analyst within one year.

Internship at Sagicor (2015-03)

• Supported accounting operations and improved record-keeping efficiency.

– Jamaica College (2011 – 2016)

– Excelsior Community College (2016 – 2018)