Arvin Bianes
Quality Assurance Manager
Binangonan,Rizal
Summary
Thorough Quality Assurance Manager creates successful quality assurance strategies and processes. Accomplished at identifying deficiencies and initiating solutions to problems. Experienced performing both process and outbound inspections.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Quality Assurance Manager
Teleperformance Philippines
Taguig
04.2024 - Current
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Conducted risk assessments to identify and mitigate potential quality issues.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
Assistant Quality Manager
Teleperformance PH
8 2022 - Current
- Project Leader for Customer Demand Analysis Focussing on Net Promoter Score
- Collaborates with both Training and Operations partners with the implementation of action plans agreed on existing project.
Quality Assurance Supervisor
Teleperformance PH
09.2021 - 08.2022
- Manage a team of Quality Analysts by monitoring employee performance and deliverables
- Responsible for performance reporting and analysis from quality audits and identifying strategies to improve performance
- Provides timely feedback, analysis, and trend affecting quality and consistency of employee performance.
Quality Assurance Analyst
Teleperformance PH
07.2019 - 09.2021
- Audits agent and customer interaction based on client and company guidelines
- Performs coaching on agents as needed base on the opportunities identified through monitoring
- Performs root cause analysis, identify trends and recommendation
- Facilitates calibration session.
Education
Bachelor of Science in Electronics and Telecommunications Technology -
University of Makati
Makati City, Philippines 01.2010 - 04.2015
Skills
Root Cause Analysis
Excellent Communication
Time Management
Customer Service
Leadership
MSO Application Proficient
Documentation Control
Quality Metrics Monitoring
Quality assurance expertise
Corrective Action Planning
Quality processes
Customer Satisfaction
Familiarity with quality standards
Accomplishments
- Achievements/Tasks
- Achievement/Tasks
Completed Projects
Customer Demand Analysis for multiple programs
Trainingscompleted
- Assistant Managers Foundations Training
- Lean Six Sigma White Belt
- Customer Journey Mapping/Customer Demand Analysis
- New Quality Assurance Training
Timeline
Quality Assurance Manager
Teleperformance Philippines
04.2024 - Current
Quality Assurance Supervisor
Teleperformance PH
09.2021 - 08.2022
Quality Assurance Analyst
Teleperformance PH
07.2019 - 09.2021
Bachelor of Science in Electronics and Telecommunications Technology -
University of Makati
01.2010 - 04.2015
Assistant Quality Manager
Teleperformance PH
8 2022 - Current
Similar Profiles
Evelyne YacapinEvelyne Yacapin
Supervisor /Supervisor /Operations Manager, Customer Experience at Teleperformance PhilippinesSupervisor /Supervisor /Operations Manager, Customer Experience at Teleperformance Philippines
Monaliza DagaleMonaliza Dagale
Operations Supervisor at TELEPERFORMANCE PHILIPPINESOperations Supervisor at TELEPERFORMANCE PHILIPPINES
Frida Mari ArellanoFrida Mari Arellano
Quality Assurance Analyst at Teleperformance PhilippinesQuality Assurance Analyst at Teleperformance Philippines