I am a highly motivated individual with over 10 years experience in the BPO industry. I have a proven track record of providing quality, timely, efficient and cost effective support to stakeholders at all levels whilst consistently working towards deadlines and targets that are expected from me. My work style is one of a positive, confident approach with strong interpersonal skills, enabling me to build long term productive relationships both internally and externally. My current objective is seeking to utilize my current skillset further within the BPO sector where I can deliver high quality results on a sustained basis
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Experience
SquareTrade
Sep 2018 – Present
Hybrid
Quality Assurance Manager
I am responsible for implementing quality assurance processes and procedures to ensure the delivery of high-quality customer experience. Lead and manage a team of QA analysts, providing mentorship and guidance on best practices. Collaborate with the L&D, Ops and Compliance team to understand requirements and ensure that quality is adequately supported. Create and maintain comprehensive project documentation, including test plans, contact cases, and quality reports. Monitor and report on quality progress, highlighting potential risks and recommending solutions
