With experience in directing and overseeing quality assurance processes in a call center environment
Username: ejane1215
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Location: Pasay City, Philippines
Member since: April 2012
o Excellent Management Skills\no Performed compliance audits and maintained accurate records\no Utilizes performance improvement principles\no Proficient in Microsoft Office applications for word processing, spreadsheet, flow charting and process mapping\no Worked with different levels of the organization \no Reflect the highest ethics, integrity and standards for excellence.\no Proven dynamic operational experience and success in achieving goals.\no Ability to create a positive professional environment through innovation, excellent performance and exceptional efforts to satisfy both internal ...and external regulatory requirements. \no Strong sense of urgency with regard to achievement of world-class compliance status.\no Ability to make decisive, sound and logical decisions that prove correct and effective.\no Strong organization skills; detail oriented and accurate with the ability to work under pressure to meet deadlines and pre-established goals.\no Dedicated to professionalism, with the commitment to spend additional time and energy to ensure success.\no Effective interpersonal skills coupled with excellent oral and written communication skills, very personable. [read more]
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o Assisted third party auditors with preparation of key operational, IT, recruitment and other departmental disclosures for one of the top Fortune 500 companies and identified. <br />o Assessed internal control weaknesses and helped in implementing corrective action throughout the Fortune 500 financial account. <br />o Undertook new projects related to improving the overall internal controls of the Fortune 500 financial account on an ongoing basis, including partner management compliance audits done quarterly<br />o Re
Quality Manager
Jan 2009 - May 2011
(2 years)
VXI Global
o Primarily tasked to manage the QA team in all facets of operational quality covering Transaction Monitoring initiatives, Calibration, Root Cause Analysis, Action Planning and Special Projects.<br />o Actively take part in designing the call monitoring formats and suitable quality standards.<br />o Work with the site management team to do call monitoring and provide trend data.<br />o Responsible in providing actionable data to operations and training as and when needed perfectly.<br />o Coordinate and facilitate call cal
Education
BS Agricultural Business
University of the Philippines
1986-1992
Certifications
Certified Quality Associate (CQA)
Underwriter\'s Laboratory
Attended a 3-day training to develop our skills and experience in gathering, analyzing and presenting data to improve the quality of services in your organization. <br />Trained to be expert in the following:<br />- CMS Quality Framework<br />- Interpreting data<br />- Understand the purpose of quality indicators while learning to collect data relevant to those indicators<br />- Design a data collection system that's meaningful to an organization<br />- Establish inter-rater reliability within your organization and understanding why this is a critical component to data analysis<br />- Make strategic recommendations and decisions based on data, information and knowledge<br />- Create a quality management report that is easy to understand and use
Trained Six Sigma Green Belt Certified by the Company
Flor Glinoga - Internationally Recognized Management and HRD Consultant; certified Six Sigma Black Belt with a certificate course on Project Management from Wharton School of Economics
Is a 4-session 9 hours classroom training which discusses the different six sigma tools and its application. Each participant will undergo exercises on different sessions wherein it will be graded. Each participant needs to pass all exercises to be able to pass. I got a passing score of 96% at the end of the training sessions.
o Excellent Management Skills\no Performed compliance audits and maintained accurate records\no Utilizes performance improvement principles\no Proficient in Microsoft Office applications for word processing, spreadsheet, flow charting and process mapping\no Worked with different levels of the organization \no Reflect the highest ethics, integrity and standards for excellence.\no Proven dynamic operational experience and success in achieving goals.\no Ability to create a positive professional environment through innovation, excellent performance and exceptional efforts to satisfy both internal ...[read more]and external regulatory requirements. \no Strong sense of urgency with regard to achievement of world-class compliance status.\no Ability to make decisive, sound and logical decisions that prove correct and effective.\no Strong organization skills; detail oriented and accurate with the ability to work under pressure to meet deadlines and pre-established goals.\no Dedicated to professionalism, with the commitment to spend additional time and energy to ensure success.\no Effective interpersonal skills coupled with excellent oral and written communication skills, very personable.
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