Quality Assurance Lead Manager | 17 Years BPO Experience
Oriental Mindoro
Accomplished BPO leader with 17 years of industry experience, including 9 years dedicated to driving excellence in Quality Assurance. Lean Six Sigma trained and highly data-driven, I specialize in root-cause analysis, performance reporting, and implementing targeted Quality Improvement Plans (QIPs). Proven track record of managing QA teams, facilitating client calibrations, and partnering with Operations to embed a culture of accuracy, strict compliance, and continuous improvement.
Capital One, full_time
Oct 2025 to Dec 2025
Serves as a critical tier-two point of contact for complex Capital One credit card accounts, managing end-to-end account analysis, financial dispute resolution, and high-accuracy compliance workflows. This role specializes in the strategic triaging of financial transaction data to accurately differentiate between merchant disputes and fraudulent activity. Responsibilities include translating granular billing structures for consumers, protecting sensitive financial data, and executing robust risk-mitigation protocols to protect both the consumer and the institution.
Genpact LLC, full_time
Dec 2023 to Apr 2025
Led the strategic implementation, design, and day-to-day execution of comprehensive Quality Assurance programs, audits, and performance metrics across multiple complex BPO operations. This key leadership role specialized in turning raw operational audit data into actionable business strategies by utilizing advanced analytical frameworks—including Lean Six Sigma methodologies, Excel pivoting, and Pareto reporting—to conduct deep-dive root cause analyses and optimize service delivery. Responsibilities included mentoring, training, and providing objective feedback to a high-performing team of Quality Analysts and Specialists, leading high-stakes client and internal calibration sessions to ensure strict compliance alignment, and proactively mitigating operational risks to consistently exceed contractual quality requirements and client-committed Service Level Agreements (SLAs).
Genpact LLC, full_time
Jun 2015 to Dec 2023
Executed the full quality assurance cycle by monitoring, documenting, and reporting transaction metrics while simultaneously serving as a key agent development resource through cross-functional performance coaching and specialized instructional delivery. This multi-faceted role specialized in conducting objective one-on-one and group coaching sessions to deliver structured feedback, recognize agent excellence, and implement targeted development plans aimed at reinforcing core competencies and accelerating SLA recovery. Responsibilities included designing and facilitating targeted up-trainings, process refreshers, and onboarding programs, maintaining alignment through active participation in internal and external client calibration and Inter-Rater Reliability (IRR) sessions, and systematically updating internal knowledge base references and transaction monitoring forms to ensure real-time process updates and strict compliance adherence across the business unit.
Genpact LLC, full_time
Apr 2014 to Jun 2015
Provisioned comprehensive technical assistance, systems administration, and hardware and software troubleshooting within a fast-paced enterprise IT environment. This role specialized in managing, maintaining, and securing internal IT infrastructure, user accounts, and security protocols to ensure uninterrupted, secure operations specific to the corporate environment. Responsibilities included serving as a primary point of escalation for complex network, software, and hardware malfunctions, utilizing diagnostic tools and specialized knowledge bases to implement effective technical solutions, and accurately logging and documenting all support interactions to track recurring technical trends and maintain absolute operational efficiency.