Quality Assurance Supervisor

I have acquired significant customer support skills from my tenure in the BPO industry. Handled various Lines of Businesses that caters to post purchase support such as billing, processing refunds, handling customer complaints, product returns, etc.

Part of my experience from being a Quality Support, then promoted to Quality Supervisor, I had worked with various teams in creating quality support guides, new hire guides, quality support forms and knowledge base articles for both the operations and quality team.

Through my tenure as a Quality Supervisor in a BPO company, I handled 15 to 25 Quality Assurance Representatives, under 8 different Lines of Businesses. Had been part of the screening, interviewing and hiring of the representatives. Managed time schedules, allocations and adhoc tasks per person per LOB. Provide detailed reporting on the productivity of each representative back to the management. Delivered coaching as well and action plans to the team.

From being part of the BPO industry since 2007, being with technical support has about 60% of that tenure. Handled Lines of businesses that supports networking, troubleshooting, post-sale technical support for various clients. Supported Lines of Businesses included but not limited to internet services, telecommunications, smart home systems, device setup and basic networking support, etc.

Experienced capturing/generating and processing data during my tenure as a Quality Assurance Supervisor. We are utilizing client as well as company provided systems to complete these tasks and take it back to both internal and external clients for reporting the analyzed data on a weekly, monthly and quarterly basis.