Quality Assurance Analyst | Healthcare QA | Customer Service
Albay, Legazpi, Philippines
Customer-focused professional with over 8 years of experience in customer service, healthcare support, and quality assurance within the BPO industry. Experienced in quality monitoring, process improvement, compliance, and delivering exceptional customer experiences. Known for strong analytical skills, attention to detail, and the ability to collaborate effectively in fast-paced environments. Currently seeking opportunities where I can contribute my quality assurance expertise while continuing to grow professionally.
Optum Global Solutions | Change Healthcare, full_time
Aug 2020 to May 2025
- Conducted internal quality audits to identify and resolve issues prior to client review. - Coordinated with multiple medical facilities to ensure accurate background process documentation. - Provided feedback to improve compliance and service accuracy.
CBE Companies PH, Inc., full_time
Aug 2019 to Jan 2020
- Managed inbound and outbound collection calls for delinquent Verizon accounts and negotiated payment arrangements. - Resolved billing inquiries, educated customers on payment options, and maintained accurate CRM documentation.
Sutherland Global Services PH. Inc, full_time
Dec 2018 to May 2019
- Handled customer complaints and inquiries, ensuring timely and accurate resolution. - Delivered solutions and alternatives within established timelines to maintain customer satisfaction.
Bosch Service Solutions, full_time
Apr 2016 to Mar 2018
- Assists customers effectively by solving customer disputes via email - Provides customer additional information or explains services - Discusses products offered and ensures customer satisfaction
Teleperformance PH, full_time
Oct 2015 to Feb 2016
- Resolve customer complaints via phone, email or mail - Provides timely and accurate information to incoming customer status and inquiries - Handle complaints, provide appropriate solutions and alternatives within the time limits
Expercs Inc. (co.assign Metrobank Card), full_time
Sep 2013 to Oct 2014
- Resolved customer inquiries via phone and email while maintaining high satisfaction ratings. - Handled escalations and provided timely, accurate solutions within service-level agreements.