Quality Assurance professional with over 18 years of experience in customer service, technical support, and quality operations within the BPO industry. More than 8 years of experience leading quality initiatives through coaching, quality audits, calibration sessions, root cause analysis, performance reporting, and continuous improvement across Utilities, Telecommunications, E-commerce, and Web Hosting programs.
Professional Experience
Quality Officer — TDCX PH Inc.
September 2024 – Present
Conduct quality evaluations and deliver actionable coaching feedback.
Analyze customer interactions and identify quality improvement opportunities.
Participate in weekly and monthly calibration sessions with Operations and stakeholders.
Prepare quality reports and monitor compliance with QA standards.
Quality Assurance Supervisor — Inspiro Relia, Inc.
June 2020 – August 2024
Led quality initiatives supporting Operations across multiple programs.
Coached and mentored QA Specialists to improve evaluation consistency.
Facilitated weekly and monthly client calibration sessions.
Performed trend analysis and root cause analysis to improve quality performance.
Presented quality reports and recommendations to Operations leaders.
Web Advisor — Concentrix
April 2019 – January 2020
Quality Assurance Supervisor — Inspiro Relia, Inc.
June 2017 – November 2018
Quality Assurance Specialist — Inspiro Relia, Inc.