Sr. Quality Evaluator | 5+ Years in BPO | Driving Customer Experience
Metro Manila
Senior Quality Evaluator with 5+ years in the BPO industry, driving performance gains through quality audits, coaching, and calibration across multiple accounts. Strong foundation in Technical Support, troubleshooting complex issues and delivering empathetic, solution-focused service. Expanded expertise in Healthcare Provider Services, handling eligibility, claims, and appeals with compliance and precision. Certified in Lean Six Sigma Yellow Belt and advanced AI fundamentals, recognized for evaluation accuracy, leadership, and data-driven insights that elevate customer experience and operational success.
Concentrix, full_time
Oct 2024 to Present
As a Quality Analyst, I focus on transforming customer interactions into opportunities for growth and improvement. I conduct audits across calls, chats, and emails, ensuring compliance with client standards while identifying actionable insights that drive better performance. Beyond evaluation, I thrive in coaching and calibration, helping agents refine their skills and aligning teams on consistent quality expectations. One of the most impactful moments in my career was onboarding Support teams from Portugal—including Supervisors, SMEs, and fellow QAs. Guiding them through our processes wasn’t just about training; it was about building trust, fostering collaboration, and ensuring seamless integration into global standards. I’m recognized for my evaluation accuracy, leadership in quality initiatives, and ability to turn data into strategies that elevate both customer experience and organizational success.
Carelon, full_time
Oct 2023 to Oct 2024
I built my expertise in Healthcare Provider Services during my time at Carelon, where I supported practitioners with eligibility, benefits, claims, and appeals. My role required me to balance technical accuracy with empathy, making sure every interaction was compliant, clear, and built on trust. I guided practitioners through claims resolution and appeals, provided timely coverage information, and upheld strict HIPAA compliance. What I valued most was being able to deliver empathetic communication, helping practitioners feel supported while navigating sensitive patient concerns. Collaboration was also a big part of my work—I partnered with internal teams to escalate complex cases and ensure prompt resolutions. This experience sharpened my ability to handle high-stakes healthcare processes while keeping customer satisfaction at the forefront.