Sr Quality Evaluator | Quality Management

Overview

Looking for full-time work (8 hours/day)

at $7.55/hour ($1,454.56/month)

Bachelor's degree

Last Active

July 8th, 2026 (3 days ago)

Member Since

January 2nd, 2019

Profile Description

Sr. Quality Evaluator • CONCENTRIX
Dec 2023 – Present
Monitors calls and cases for a software client in the APAC region, conducting calibration sessions, delivering root cause analyses, and presenting Quality Performance during Business Reviews. Reporting responsibilities include generating and analyzing data with advanced Excel functions such as Pivot Tables, VLOOKUP & Pareto Chart, while also providing monthly coaching to agents to drive continuous improvement in service quality.

Advisor I, Technical Support • Concentrix CVG Malaysia SDN BHD
Jan 2022 – Nov 2023
Supports resellers for our ANZ Computer client by performing basic and advanced troubleshooting to resolve laptop issues over the phone. If the issue persists, arranges onsite service for a technician to fix the customer’s laptop or desktop.

Sr. Associate Quality • Tech Mahindra
Feb 2021 – Sep 2021
Oversees calls and cases for a UK logistics client. Facilitates both internal and client-facing calibration sessions, delivers program updates, and provides coaching to agents as needed.

Social Media Specialist/Technical Support • Scicom MSC Berhad
Aug 2020 – Nov 2020
Performs advanced troubleshooting steps to customer’s devices and assists online purchases/inquiries
for a smartphone brand client.

Quality Evaluator • Concentrix Cebu Philippines
Oct 2015 – Aug 2020
Delivers evaluations for our US telecommunications client across multiple lines of business (email, voice, and chat) covering plans, billing, and services. Conducts random and side-by-side audits, facilitates calibration sessions, delivers QA and ZTP talks for new hires, and assists Operations in validating and assessing new applicants.

Subject Matter Expert • Convergys Philippines Inc.
Jul 2014 – Sep 2015
Guides agents in following the correct processes for US Telco clients regarding plans and services. Delivers program updates to the team, assists the Team Leader, and receives leadership training.

Customer Support Professional II • Stream Global Services
Jul 2012 – June 2014
Assist customers who has discount agreement w/ our Telco client, validates the proof document they submit and add the discount to their account.