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Irene C. | Elance
 
176985602337900
Last Sign-in: Sep 25, 2014

Irene C.

Quality Assurance Specialist
   Philippines
  |   Mabalacat, Pampanga
  |  2:23 am Local Time

Overview

Minimum Hourly Rate $9

3 years quality assurance experience
1 year experience in supervising analysts/specialists
5 and half years experience in BPO industry
Proficient in use of MS Applications
Strong Communication, interpersonal, organizational, and leadership skills.
Consistently achieving monthly evaluation score of 3.50 or higher on a 1-5 scale.
Skilled in developing materials/analysis for performance improvement
Ability to work well within a team, handle multiple tasks and identify and swiftly solve problems.
Dedication and drive as a hard-working

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Portfolio

Skills (10)

Tested

Service Description

Quality Assurance Supervisor
Sutherland Global Services, Tarlac City and Clarkfield Philippines, August 11 –September 12

Sustain 85% above the goal quality score for both internal and client audits
Consistently sends call outs for client service improvement
Drives client calls – calibration calls, business reviews and leads projects for account’s continuous improvement
Take lead in making sure scores are on target to avoid penalties
Consistently demonstrates sound judgment to maintain good relationship between analyst, the consultant and team manager
Initiate any projects to improve Quality, AHT and Conversion/Sales Rate
Other duties as assigned by the Program/QA Manager


Quality Specialist
Sutherland Global Services, Tarlac City Philippines, January 10 –July 11

Trained in US and pioneered an account in Tarlac, Philippines
Monitor calls and send out call outs to improve scorecard in terms of handle time and quality scores
Recognizes and shares good practices to the team
Provides effective communication and feedback to associates during one on one coaching and huddles
Presents performance report to team managers and subject matter experts
Delivers report on time as requested by the client or management
Other duties as assigned by the Team Supervisor or Program Manager


Quality Analyst
Sutherland Global Services, Clarkfiled Philippines, October 09 – December 09

Evaluate calls and sends call outs for retention rate and handle time progress
Re-examine...

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Overview  |  Job History  |  Portfolio  |  Resume/C.V.

Keywords

Quality Assurance Specialist Data Analyst Data Specialist Reporting Specialist Reporting Analyst Excel Expert Root Cause Analyst Data Management Presentation Reporting
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irenecarreon
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Member Since
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Irene C. | Elance

Irene C.