Senior Real-Time Analyst QA | 10+ Yrs BPO Specialist
Metro Manila
With over a decade of solid BPO experience, I specialize in maximizing operational efficiency, managing real-time service levels, and ensuring top-tier quality assurance. Throughout my career at established firms like Peak Support, Hinduja Global Solutions, and Alorica, I have excelled as a Real Time Analyst. I possess a sharp eye for monitoring schedule adherence, analyzing live data, and adjusting workforce allocations on the fly to meet strict KPIs and SLA targets. Additionally, my background spans Quality Assurance, Fraud Analysis, and Technical/Customer Support. I don't just monitor numbers - I deeply understand customer satisfaction, risk management and what makes a remote team successful. Core Expertise I Bring: • Real-Time Monitoring & Analytics: Tracking attendance, schedule adherence, and queue management to optimize daily operations. • Quality Assurance & Compliance: Evaluating workflows, identifying performance gaps, and implementing actionable feedback loops. • Data & Fraud Analysis: Investigating discrepancies, identifying risks, and generating detailed operational reports. • Customer & Tech Support Excellence: Over 5 years of frontline experience resolving complex client inquiries with maximum professionalism. I am looking to leverage my workforce and data management background to support your growing business. I have a robust home office setup, a reliable internet connection, and am fully comfortable working in any timezone. Talk soon!