Avugin john

I’m a detail-oriented and analytical Quality Assurance and Customer Experience professional with over 4 years of combined experience evaluating communication data, ensuring process compliance, and optimizing customer support workflows. I focus on analyzing automated and human customer interactions for tone, intent, and accuracy within SLA-driven environments.

In my current role as a Quality & Assurance Executive at ADS Management Tax Consultancy, I conduct comprehensive quality and compliance audits of written communications and client cases, ensuring alignment with internal brand standards and guidelines. I analyze customer-facing team outputs in CRM systems to detect conversational deviations, tone inconsistencies, and procedural gaps, then translate findings into actionable performance evaluation reports used for training, calibration, and continuous improvement.

Previously, as a Customer Support Associate (Internet Service Delivery Operations) at Sutherland Global Services, I evaluated high volumes of complex inbound communications to determine user intent, mood, and technical or billing friction points. I audited recurring issues to identify systemic failure modes, documented structured case histories for CRM traceability, calibrated messaging for clarity and empathy, and executed precise triage/escalation protocols—work that taught me how to improve outcomes through accurate, high-quality data analysis.