Supervisor
Resume:
Opalyn Senas Justimbaste
PROFESSIONAL EXPERIENCE
Supervisor, Compliance and Integrity
June 2018 – August 2020
Teleperformance Philippines
● Provides monitoring spot checks, investigation, call outs, tracking and reporting of client required contractual requirements on hygiene metrics such as Zero Tolerance Policy/Customer Protection Policy violations, client escalations, invalid credit adjustments, outliers in client hygiene reports such as ghost calls, transfers, misdirect calls, case to call creation, and other as specified by the client and the company
● Conducts investigation for potential fraud in the program
● Builds relationships with onsite Operational teams to understand current operation processes and identify reasons contributing to the centers non-compliance
● Analyzes agents performance and develops action plans to bridge gaps
● Conducts regular performance management to improve challenged members of the team
Supervisor, Quality Assurance
December 2014 – June 2018
Teleperformance Philippines
● Formulated and applied various quality improvement action plans to create an environment of continuous improvement
● Day to day interaction with Operations, Training, Account Management and Clients on all QA related issues, requests and initiatives
● Helped in the attainment of client set goals, efficiency targets and overall team performance
● Analyzed agents’ performance and formulated action plans for focus agents to improve their quartile
● Managed the process of establishing, tracking, and reporting metrics to measure quality, productivity, and customer service delivery
● Trended, analyzed, and provided regular reporting on QA related metrics, and executive level reporting for the purpose of assessment and agent/team improvement as well as department improvements
● Provided feedback to client’s knowledge base, products and primary tools to help improve and align processes
Blk 7 Lot 51 Prime
Homes Subdivision Bayan
Luma 5 Imus Cavite
*********@*****.***
12 years in BPO Industry
10 years in Quality
Assurance
2 years in Compliance
and Integrity
Joined Quality Assurance
Department as Analyst
on August 2009
Joined Compliance and
Integrity as Supervisor
on June 2018
TRAINING
● Supervisor Foundations Training
● Best QA
● Teleperformance Operational Processes and Standards(TOPS) REFERENCE
Rainer Navarro
Assistant Center Manager, Compliance and Integrity Teleperformance Philippines
Maria Niña Olayon
Quality Assurance Manager, Quality Assurance
Teleperformance Philippines
Data Analysis
Leadership
Decision Making
Team Work
Communication
Time Management
Adaptability
MS Office Proficiency
Integrity
Respect
Professionalism
Innovation
Commitment
Contact this candidate