I’ve been in the BPO industry for more than 10 years, started as a Customer Support Representative in a telco campaign. I handled different campaigns such as Cable, Internet, Travel, Laptop, Telco and Energy (electricity and gas).

I got promoted as a Quality Analyst, listening to calls and reading chat and emails to see if the consultants are compliant on following the correct process. We evaluate calls, chat and emails to also make sure that the customers are treated well.