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Maryjude Concepcion Zulueta

@maryjude_zulueta

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Experienced Quality Analyst and AI Trainer with a focus on data analytics.

Philippines

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What I'm looking for

I am looking for a role that values quality and innovation, offering opportunities for growth and collaboration.

I am a seasoned Quality Analyst and AI Trainer with over 18 years of experience in the BPO industry. My expertise lies in data analytics, risk and compliance, and quality assurance, where I have successfully produced prompts for AI models and conducted quality reviews for in-house agents. I thrive on analyzing data to identify challenges and opportunities, proposing projects that enhance quality metrics and improve workflow understanding.

Throughout my career, I have served as a Business Compliance Point of Contact for a Fortune 500 financial institution, ensuring compliance accuracy and mitigating potential risks. My commitment to quality has been recognized, with an audit conducted by a client in 2017 rating my work as 'Strong,' the highest rating possible. I am passionate about coaching and providing constructive feedback, fostering a culture of continuous improvement within teams.

Experience

Work history, roles, and key accomplishments

AI Trainer (English/Tagalog)

DataAnnotation

Jul 2025 - Present (6 months)

Produces prompts on AI models and reviews and fact-checks AI responses. Rates and provides additional context on AI responses according to criteria specified by the project.

AI Training Prompt Engineering Content Review Fact Checking Data Annotation

Specialist, Quality | Content Moderation

Cognizant Technology Solutions Inc

Jan 2024 - Present (2 years)

Conducts quality reviews for in-house agents and provides constructive feedback on identified opportunities. Performs third-level audits for QAs from vendor teams to assess mastery of process and calibration of quality metrics.

Quality Assurance Content Moderation Data Analysis Performance Metrics Workflow Optimization

Compliance Officer

Genpact Services LLC

Jul 2016 - Present (9 years 6 months)

Served as the Business Compliance POC for a Fortune 500 financial institution in the US, supporting the Voice function of Branch, Mortgage Servicing, and Retail Banking. Worked with Operations and other support functions to ensure accuracy and completion of compliance-related requirements and mitigate identified or potential risks.

Compliance Risk Management Financial Services Regulatory Compliance Stakeholder Management

Team Lead Intern

Genpact Services LLC

Sep 2015 - Present (10 years 4 months)

Supported team operations and contributed to process improvements within the organization. Assisted in various projects and daily tasks, gaining experience in team leadership and operational efficiency.

Team Leadership Process Improvement Mentorship

Process Associate

Genpact Services LLC

Sep 2012 - Present (13 years 4 months)

Managed and optimized business processes to enhance efficiency and productivity. Collaborated with various departments to streamline workflows and ensure operational excellence.

Process Management Workflow Optimization Operational Excellence Cross Functional Collaboration Data Entry

Learning Services Specialist

TELUS International Philippines Inc

Apr 2008 - Present (17 years 9 months)

Conducted new hire and recurrent trainings for employees. Collaborated with Operations and Quality teams on account implementations, process updates, and calibration sessions.

Training Delivery Learning Development

Customer Interactions Associate

TELUS International Philippines Inc

Jun 2007 - Present (18 years 7 months)

Handled customer inquiries and provided support to resolve issues efficiently. Maintained high levels of customer satisfaction through effective communication and problem-solving.

Customer Service Customer Support Problem Solving Communication Conflict Resolution

Education

Degrees, certifications, and relevant coursework

University of the Philippines, Open University

Associate in Arts, Arts

2016 - 2018

Completed an Associate in Arts degree, focusing on foundational knowledge across various disciplines. This program provided a broad educational background.