I am a Quality Assurance Analyst with over 9 years of experience in customer service, social media support, and QA auditing. I specialize in evaluating customer interactions to ensure accuracy, policy compliance, and consistent service quality across multiple channels.
My experience includes designing and supporting QA calibration processes, improving scoring consistency, and providing structured, data-driven feedback that enhances both team performance and customer experience outcomes.
I also have experience transitioning manual QA workflows into AI-assisted evaluation systems, with a focus on improving scoring reliability, audit consistency, and decision quality in AI-reviewed interactions.
With a strong foundation in frontline customer support and performance monitoring, I bring a practical understanding of customer behavior while ensuring consistent brand voice and high service standards.
