My name is Aibreen Grace, a versatile professional with over 12 years of expertise in Quality Assurance within the BPO industry. With a solid foundation in nursing and certifications in TEFL and Real Estate Virtual Analysis, I have successfully navigated diverse fields such as education, customer support, technical support, and fraud detection. My career highlights include revamping QA processes to industry standards, empowering agents through constructive coaching, and ensuring operational excellence through process optimization. Proficient in tools like Zendesk, Salesforce, and Asana, I thrive on delivering measurable improvements in team performance and customer satisfaction. Above all, I am passionate about fostering a culture of continuous growth and excellence in every role I undertake