Open to opportunities

Yna Ervas

@ynaervas

Quality Assurance Analyst at HONEYLOVE evaluating AI-generated responses and improving QA accuracy across customer support workflows.

United States

Message

What I'm looking for

I'm seeking a remote role in Quality Assurance, CX Operations, AI QA, or Automation.

At HONEYLOVE, I evaluate AI-generated responses and CX Agent interactions for accuracy, relevance, workflow adherence, and customer experience. I also review AI drafts against Zendesk ticket context, customer history, and support workflows.

I audit AI QA evaluations, correct scoring discrepancies, and resolve audit disputes to maintain QA accuracy and consistency. I document root causes and quality trends, and identify opportunities to improve AI performance and CX processes.

Previously, I monitored contact center performance and staffing as a Workforce Management Analyst at SITEL. My earlier experience includes customer service, reservations, and ticketing roles at Tigerair Australia, MANNAI CORPORATION QPSC, WEBJET.COM.AU, and PHILIPPINE AIRLINES.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Analyst

Current

Honeylove

Feb 2021 - Present (5 years 8 months)

Evaluate AI-generated responses and CX agent interactions for accuracy, relevance, and workflow adherence. Audit AI QA evaluations, correct scoring discrepancies, and resolve audit disputes to maintain QA accuracy.

AI Quality Assurance Zendesk Workflow Analysis Root Cause Analysis QA Scorecards Dispute Management Cross Functional Collaboration

Workforce Management Analyst

Sitel

Aug 2018 - Feb 2021 (2 years 6 months)

Monitored contact center performance and staffing in real time to identify volume, adherence, and resource gaps. Prepared accurate performance reports using key call center metrics and optimized staffing and off-phone activities.

Workforce Management Performance Monitoring Adherence Management Reporting Data Analysis Resource Optimization

Customer Service Representative

Tigerair Australia

Jul 2016 - Aug 2018 (2 years 1 month)

Assisted customers with travel inquiries, flight information, booking changes, and flight disruptions. Provided guidance on online booking applications and managed booking changes using Skyspeed.

Customer Service Travel Operations Booking Management Sky Speed Flight Disruption Support

Reservations Ticketing Agent

Mannai Corporation QPSC

Jun 2015 - May 2016 (11 months)

Managed airline reservations and ticketing transactions through phone support. Issued and reissued airline tickets and handled reservation changes for Philippine Airlines inquiries.

Airline Reservation Ticketing Phone Support Customer Service Philippines Airlines

Process Associate

Webjet.com.au

Nov 2011 - May 2013 (1 year 6 months)

Provided travel support for Australian and New Zealand customers, including airline and hotel-related services. Assisted with international and domestic fare rules, exchanges, and travel inquiries.

Travel Support Airline Services Hotel Services Fare Rules Customer Service

Reservations Sales Agent

Philippine Airlines

Jul 2008 - Sep 2011 (3 years 2 months)

Managed airline reservations, itinerary creation, pricing, and ticketing for passengers and travel agents. Promoted airline products and services while meeting sales and service standards.

Airline Reservation Ticketing Pricing Sales Customer Service Complaint Handling