Senior Technical Analyst and Quality Assurance Lead / Manager
Metro Manila
Developed and implemented QA standards, targeted audit programs, calibration frameworks, coaching and managing teams, and driving performance improvement initiatives. Experienced in analyzing quality trends, identifying operational gaps, and partnering with Operations, Training and Process teams.
STARHUB LTD., full_time
Jan 2022 to Present
• Lead QA operations across Voice and Non-Voice channels covering Business and Consumer lines of business, managing quality standards, audits, and performance improvement initiatives. • Manage and develop QA team members through coaching, calibration, performance reviews, and IDP. • Created, implemented, and executed targeted audit programs to identify customer interaction gaps and drive improvement actions. • Developed QA improvement initiatives including SWOT Analysis, QA Tips, QA Reminders, and QA Interaction Engagement to strengthen quality awareness and frontline engagement. • Partner with Operations, Training, and Process teams to address quality gaps, manage escalations, and implement process improvements. • Generate and analyze QA reports including WBR, evaluations, ROA, and error trends to provide insights. • Manage QA governance activities including audit standards, calibration sessions, QA disputes, NPS / CSAT / DSAT analysis, KPI, RCA & case analysis, workload planning, and team assignments.
STARHUB LTD., full_time
Jan 2021 to Jan 2022
• Conducted audits for Social Media interactions, managed disputes and provided recommendations • Facilitated QA calibration, certification, and QA discussions with Operations and Training teams. • Analyzed quality trends and generated reports to identify service gaps and improvement opportunities.
QUALITY AUDITOR (Email and Voice), contract
Mar 2020 to Apr 2021
• Audited refund submission, email responses and voice calls. Evaluated CSAT and Happiness entries to check validity and provide recommendation. • Generated EOD, Refund and Variance QA report. Deliberated during weekly meetings.
STARHUB LTD., full_time
Sep 2018 to Nov 2020
• Managed Fibre relocation requests for Residential and Commercial customers. • Handled escalations, customer follow-ups, and case coordination to ensure timely resolution. • Generated reports and supported process improvements within Service Coordination.
STARHUB LTD., full_time
Apr 2011 to Oct 2011
• Synchronized codes in system with FE reports. Provisioned workorder, cleared equipment logs and facilitated data analysis. Coordinated with RS on inaccurate FE reports. • Handled NGNBN cases, updated technical details and generated reports for IP issues. Coordinated with LC for equipment issues (untraceable equipment, incorrect tagging, RA).
STARHUB LTD., full_time
Apr 2008 to Sep 2018
• Provided technical support for Fibre, Broadband, IPTV, Cable, Mobile, and VOIP services. • Resolved complex issues and escalations through troubleshooting and cross-functional coordination. • Managed service requests and trouble / technical tickets while working with internal support teams. • Mentored new hires and interns on technical systems and processes.
ePLDT VENTUS-PARLANCE SYSTEMS, INC., full_time
Sep 2005 to May 2026
• Supervised 3 teams with 10–15 agents per team, managing daily huddles and team development. • Conducted coaching, training, and performance discussions to improve customer handling skills. • Managed escalations and prepared performance reports to support operational improvements.
ePLDT VENTUS-PARLANCE SYSTEMS, INC., full_time
Mar 2003 to Apr 2008
• Managed QA operations supporting Sales, Customer Service, Technical Support, Chat, and Email teams within a 500+ employee contact center environment. • Created QA rosters, assigned audit coverage, and managed team workload. • Developed hourly and daily QA dashboards and provided quality updates to Operations leadership. • Conducted audits, calibration sessions, coaching, and performance reviews to improve service quality. • Identified service gaps through analysis and partnered with relevant teams on improvement actions. • Created reports and tracking tools to monitor quality trends and support decision-making.
ePLDT VENTUS-PARLANCE SYSTEMS, INC., full_time
Mar 2003 to Aug 2005
• Provided customer service and technical support for satellite television products. • Managed troubleshooting, escalations, and service coordination.