Seasoned and dedicated BPO professional with over 21 years of industry experience,including 18 years as a Quality Assurance Analyst. Proven expertise in call monitoring, coaching, performance analysis, sales verification, and quality control. Adept at identifying process gaps and driving improvements to enhance service delivery. Known for long-term commitment, consistency in exceeding KPIs, and contributing to high-performing teams across major accounts like Apple, Sprint, Boost Mobile, and Barclays. Also a passionate content creator with experience in short-form video production using CapCut.
Skilled in:
1. Call and Interaction Monitoring - Verint,
Wave, Enso, Northstar etc.
2. Quality Management Systems - trend analysis, and
continuous feedback.
3. Process Improvement Frameworks - Applied Lean
Six Sigma, DMAIC, SIPOC, and FMEA methodologies to streamline workflows and
reduce defects.
4. Data Visualization and Root Cause Analysis -
Utilizing the 7 QC tools—flowcharts, Pareto charts, cause-and-effect diagrams,
and more—to uncover insights and guide performance improvements.
5.
Collaborative Coaching and Reporting - Known for delivering actionable feedback
with empathy and clarity, while contributing to QA calibration, trend
reporting, and team development.
