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Quality Assurance Analyst
Xerox Business Services - Pasay, PhilippinesOtherAugust 2010 - September 2017
• Inbound call observation and evaluation • Transaction accuracy observation and evaluation • Monitor issues received from the client and rework tickets, analyze the trends and implement continuous improvement measures • Monitor completion of second level checks, analyze the trends and implement continuous improvement measures • Monitor the results of Customer Satisfaction surveys, analyze the trends and implement continuous improvement measures • Establish priorities and review accomplishments with HRSC Operational Supervisors • Communicate with HRSC Operational Supervisor(s)/ Service Delivery Manager regarding urgent call QA checks, and transaction inaccuracies or any other urgent QA items to be addressed • Partner with HRSC Operational Supervisor(s) / Service Delivery Manager on individual SR call and transaction quality action plans • Organize and participate in internal/external calibration sessions • Communicate with HRSC Operational Supervisor(s)/ Service Delivery Manager regarding staff performance • Report out to SRs regarding his/her performance • Respond to call or transaction Rebuttals • Deliver quality updates to staff • Promote QA awareness among employees through awards programs, constant information sharing, etc. Administrative Assistant Provided administrative support to Quality Manager of HROS, Xerox Business Services • Maintained accurate personnel records for new and existing employees. • Provided time-sensitive documents to managers for daily review. • Answered multiple console telephone system • Greeted and directed appointments, clients and office visitors • Composed, prepared, edited, and distributed correspondence and other department documents • Arranged conference rooms and facilities for meetings as required • Ordered and distributed office supplies. HR Representative – Senior Representative • Provides and maintains a day to day administration support function within the Human Resources Department including Payroll and HR administration. • First point of contact for all HR and payroll queries • To provide an excellent service to our clients both internally and externally • Provide HR and payroll support and advice to employees and line managers • Provide data for and prepare management information reports as and when required • Handled Product Specific Training for onboarding employees.
Crew Trainer/Head Cashier
Pizza Hut - Angeles, PhilippinesF&B serviceMarch 2001 - June 2006
• Trains the newly hired staff • In-charge of the 201 personal file staff • Handles the Restaurant’s Marketing • In-charge of hosting an event in the Restaurant • Ensures of cash float is in proper balance • Handles Restaurant auditing • Ensuring that staff in shift are in compliance to Restaurant’s regulations • Reports made and log for the Restaurant’s Supervisor • Deals with customers by serving and handling any of their queries • Gives good recommendations of the food and beverages.
Diploma in Computer System Design and Programming
AMA Computer Learning Center - Calabarzon, PhilippinesJune 2005 - March 2007
FilipinoNative or fluent100%