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virtual assistant claudine

@virtualassistantclau

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Quality Assurance & Operations specialist improving customer support quality, compliance, and team performance.

Malaysia

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What I'm looking for

I’m looking for a QA/operations role where I can own audit calibration, SLA compliance, and QA rubrics, partner with remote teams, and use service metrics to improve CSAT and make escalations faster and clearer.

I’m a Detail-oriented and results-driven Quality Assurance & Operations Specialist with over 5 years of experience optimizing customer support quality, process compliance, and team performance across global tech, fintech, and enterprise organizations. As a global support agent at ByteDance / CXM Direct, I achieved a 100% Chat Satisfaction Rate while delivering localized, client-preferred language support to international customers.

I build and standardize QA rubrics and evaluation scorecards, conduct deep-dive audits, and use service metrics to drive root-cause analysis and corrective action plans. I’ve led audit calibration to reduce variance across distributed remote teams by 15%, authored SOPs and knowledge-base documentation for onboarding, and improved outcomes through metric-driven agent coaching—contributing to a 12% boost in overall team CSAT and faster escalation turnaround.

Experience

Work history, roles, and key accomplishments

Quality Assurance & Ops Analyst

ByteDance / CXM Direct

Served as a Global Support Agent at CXM Direct, achieving a 100% chat satisfaction rate for international clients in their preferred language. Audited high-volume interactions for QA compliance, built standardized scorecards, and conducted root-cause analysis to improve corrective action plans and agent performance.

QA auditing QA Scorecards SOP Development Root Cause Analysis Customer Support Quality Escalation Management Zendesk Jira Google Workspace Slack Google Sheets Remote Coaching Workflow Optimization

Customer Experience Escalations

Concentrix / AIG

Managed end-to-end resolution for complex, high-risk financial and technical inquiries with a focus on first-contact resolution (FCR). Tracked customer journeys in enterprise CRMs, documented SOPs and knowledge-base materials, and maintained a 95%+ quality score under strict SLA requirements.

First Contact Resolutions SLA CRM Zendesk Customer Journey Ticket Notes SOPs Knowledge Base Escalation Management Salesforce SOP Development

Quality Assurance & Operations Analyst

ByteDance / CXM Direct

Served as a Global Support Agent at CXM Direct, delivering localized client-preferred language support and achieving a 100% chat satisfaction rate. Audited customer interactions, built QA scorecards, and performed root-cause analysis to drive corrective actions and improve team CSAT.

QA QA Scorecards SOP Development Root Cause Analysis Escalation Management Compliance Monitoring