JJ

Looking for a job

Joy Jacob

@joyjacob1

I improve operational quality through auditing, coaching, calibration, and compliance-focused performance management.

What I'm looking for

I'm seeking a Senior Quality Assurance Analyst role where I can improve agent performance through auditing, coaching, calibration, quality reporting, and compliance with cross-border BPO standards.

I've strengthened quality standards across Teleperformance Kenya, Buypower Nigeria, and ISON BPO Nigeria through auditing, coaching, calibration, and customer operations.

As a Quality Assurance Analyst at Teleperformance Kenya, I monitor agent performance, maintain quality reporting, lead calibration sessions, and use targeted feedback to close performance gaps.

I also supported high-volume content moderation, applying platform policies to text, images, video, and audio while escalating harmful activity and maintaining global standards.

My customer-care background includes resolving technical, payment, and service issues across digital channels. I'm focused on bringing quality management and operational compliance experience to a Senior Quality Assurance Analyst role.

Experience

Work history, roles, and key accomplishments

TK

Quality Assurance Analyst

Teleperformance Kenya

Sep 2023 - Jul 2026 (2 years 10 months)

Monitored agent performance through quality evaluations, coached and mentored agents, and facilitated calibration sessions to standardize assessment practices.

Quality Auditing Performance Coaching Calibration Management Data Analysis Reporting Training Delivery Remote Collaboration Quality Assurance Performance Monitoring Coaching Mentorship Calibration Customer Experience Communication Skills Problem Solving

TK

Content Moderator

Teleperformance Kenya

Nov 2022 - Aug 2023 (9 months)

Reviewed user-generated content against platform policies, removed policy-violating content, and participated in calibration sessions to align moderation decisions.

Content Moderation Policy Enforcement Quality Control Data Analysis Remote Collaboration Attention To Detail Policy Compliance Quality Standards Collaboration Virtual Communication

BN

Customer Care Representative

Buypower Nigeria

Jan 2022 - Oct 2022 (9 months)

Resolved meter-related issues and technical enquiries, processed customer orders, and managed complaints across multiple service channels.

Customer Support Troubleshooting Complaint Resolution Order Management Virtual Communication Technical Troubleshooting Active Listening Empathy De escalation Order Processing Documentation

IN

Customer Care Executive

ISON BPO Nigeria

Jan 2019 - Dec 2021 (2 years 11 months)

Delivered proactive customer support, maintained product knowledge, and managed enquiries from initial contact through resolution.

Customer Support Product Knowledge De escalation Complaint Resolution Remote Collaboration Relationship Management Problem Solving Communication Skills Collaboration

Education

Degrees, certifications, and relevant coursework

UJ

University of Jos

Bachelor of Science in Education, Biology

Bachelor of Science in Education with a focus on Biology, completed in 2019.

UJ

University of Jos

Bachelor of Science, Biology

Bachelor of Science in Education with a focus on Biology from the University of Jos, Nigeria, completed in 2019.

DI

DisasterReady

Training and Badge, Emergency and Disaster Response

Completed Emergency and Disaster Response Training and earned a badge from DisasterReady.

Tech stack

Software and tools used professionally

Salesforce

Google Docs

Zendesk

Google Workspace

Asana

Microsoft Excel

Lark

Microsoft Word

Power BI

Microsoft PowerPoint

Availability

Looking for a job

Location

Kenya

Authorized to work in

Salary expectations

39k+ USD

Social media

Job categories

QA Analyst Content Moderator Customer Service Customer Care Executive QA Analyst

Skills

Quality Auditing Performance Coaching Calibration Management Policy Enforcement Risk Mitigation Trend Analysis Process Optimization Workflow Automation Performance Monitoring Complaint Resolution Compliance standards Quality Assurance Content Moderation Governance Frameworks Data Analysis Dispute Resolution Incident Escalation Safety Policy Enforcement Feedback Loops Technical Troubleshooting Training Delivery Orientation Facilitation Documentation Standards Metric Tracking Operations Management Reporting Frameworks Systems Evaluation Account Governance Enterprise Systems Quality Control Power BI Rock Platform Lark Excel DataPower TCS Zendesk Salesforce QA Mentor Playvox Asana Customer Experience Customer Relationship Management Customer Engagement Customer Needs Analysis Customer Service Customer Retention Product Education Education Services Enquiry Management Problem Solving Active Listening Verbal Communication Written Communication Conflict Resolution Customer Follow up Attention To Detail Client Communication Stakeholder Collaboration Documentation Reporting Service standards Training Coaching Operations Support Microsoft Office Google Workspace Microsoft Word PowerPoint Google Docs

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