Quality Assurance Manager
Resume:
RHONEIL G. ARELLANO
CSSGB (Green Belt)
**** ********** ******, ********* ***** Subdivision, Cainta, Rizal, Philippines 1900
email: ********.*.********@*****.***
mobile: +63-935-***-**** (viber/whatsapp)
LinkedIn: https://www.linkedin.com/in/rhoneil-arellano-cssgb-357a1a132/ Skype: live:cid.eeb4a27c80ba8f46
WORK EXPERIENCE
Quality Manager
GeBBS HEALTHCARE SOLUTIIONS
One E-Com, Psasy City
July 12, 2024 – January 12, 2025
• Daily management, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Measure process performance gaps via recorded monitoring and case audits
• Develop internal control systems to determine if process/systems are producing accurate data in accordance with company policies and procedures, proactively address any potential risk within QA leadership
• Design process improvement and process development programs for various LOBS supported
• Create seamless process for developmental requirements and systems for Quality team Quality Manager
CLARK OUTSOURCING
Clark, Angeles, Pampanga
April 24, 2023 – August 14 2023
• Daily management, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Measure process performance gaps via recorded monitoring and case audits
• Develop internal control systems to determine if process/systems are producing accurate data in accordance with company policies and procedures, proactively address any potential risk within QA leadership
• Design process improvement and process development programs for various LOBS supported
• Create seamless process for developmental requirements and systems for Quality team Quality Assurance Manager
ACCESS HEALTHCARE
McKinley Hills, BGC, Taguig, Metro Manila
August 31, 2022 – February 28, 2023
• Daily management, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Measure process performance gaps via recorded monitoring and case audits
• Develop internal control systems to determine if process/systems are producing accurate data in accordance with company policies and procedures, proactively address any potential risk within QA leadership
• Design process improvement and process development programs for various LOBS supported
• Create seamless process for developmental requirements and systems for Quality team Assistant Manager, Delivery Quality
OMEGA HEALTHCARE
Unionbank Plaza, Ortigas, Pasig City
March 28, 2022 - August 30, 2022
• Daily management, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Measure process performance gaps via recorded monitoring and case audits
• Develop internal control systems to determine if process/systems are producing accurate data in accordance with company policies and procedures, proactively address any potential risk within QA leadership
Quality Assurance Supervisor
COLLECTIVE SOLUTIONS
NisCom Bldg., Commonwealth, Quezon City
April 26, 2021 - April 29, 2022
• Daily supervision, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Conducts second level audit on previous transaction monitoring by the QA Analysts
• Address any potential risk within the QA team
• Design quality monitoring form and establish transaction quality guidelines QA & Process Development Supervisor
HKT TELESERVICES, INC.
Unionbank Plaza, Ortigas, Pasig City
August 05, 2019 to February 28, 2020
• Daily supervision, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Set QA Scorecard and establish onboarding/offboarding process for the QA team
• Address any potential risk within the QA team
QA & Training Supervisor
MDS CALL SOLUTIONS, INC
BJS Bldg., P. Domingo Street, Makati City
April 04, 2016 to January 31, 2019
• Initiate the establishment of QA framework for the company, review the company business model
• Set quality guidelines and design transaction monitoring forms and quality performance reports/dashboard
• Daily supervision, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
Associate Quality Manager
ONE CONTACT CENTER
Antel Global, Ortigas Center, Pasig City
December 03, 2012 to February 28, 2014
• Daily management, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Set QA Scorecard and establish onboarding/offboarding process for the QA team
• Design process improvement and process development programs for various LOBS Supported
Sr. QA Analyst
ALORICA, INC.
Orient Square, Ortigas Center, Pasig City
April 04, 2011 to September 30, 2012
• Daily supervision, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Daily audit review (audit the auditor), acts as one of resource person during business reviews Associate Quality Manager
MEGACALLNET, INC.
Algimon Bldg., E. Rodriguez, Taytay, Rizal
March 04, 2008 to February 28, 2011
• Initiate the establishment of QA framework for the company, review the company business model
• Set quality guidelines and design transaction monitoring forms and quality performance reports/dashboard
• Daily management, coaching, mentoring and motivation of direct reports
• Design process improvement and process development programs for various LOBS supported CLIENTS SUPPORTED
Healthcare services – full revenue cycle, insurance, pharmaceutical services Medical devices – oximeter, pacemaker, sleep tracker, pressure watch Financial services – loans, cash advances
Food delivery services
Telco services (prepaid, postpaid) – inbound sales, customer service, tech support Lead generation – outbound
Menu listing – outbound, inbound customer service
Apartment rentals, mortgages
PERSONAL DETAILS
Date of Birth : April 14, 1970
Place of Birth : Murphy, Quezon City
Gender : male
Status : married
Spouse : Melannie Ramos Arellano Dec. 16, 1970
Children : Ron Michael R. Arellano Jul. 14, 1991
Marjorie R. Arellano Mar. 07, 1993
Jon Robert R. Arellano May 17, 1997
Social Security No. : 33-1343245-6
Tax Identification No. : 103-199-957
Philhealth No. : 01-050311137-9
Pag-IBIG No. : 121*-****-****
EDUCATION
Bachelor of Science in Commerce in Business Management ARELLANO UNIVERSITY
SY 1987 – 88 to SY 1990 – 1991
Secondary Level Education CAINTA
CATHOLIC SCHOOL SY 1983 – 84
to SY 1986 – 1987
SKILLS
* Six Sigma for Process Improvement / Development
* Performance & Deliverables Management
* Creating/implementing QA framework - establishing programs, systems and procedures in developing QA process for the contact center
* Call Center Quality Assurance
* Corrective Action Planning
* Data Analysis (trends, outliers, top and bottom performers, overall team performance)
* People Management (staff supervision, staff onboarding and offboarding)
* Records Maintenance (maintain repository of data)
* Complaint Handling (set level of escalation, POCs involvement)
* Risk Management (identifying levels of risks and severity)
* Metrics Management (monitoring SLA compliance, internal quality metrics)
* Knowledge and proficiency in various Microsoft Office applications, i.e., Excel, Outlook, Word, Powerpoint, SharePoint,
* Familiarity in using Google Sheets, Salesforce, Office 365, Power BI, Slack, Opie, Witness, NICE, Zendesk,
TOOLS/SOFTWARE
Histogram Sales Force Sharepoint
RCA / Deep Dive Analysis ZenDesk Slack
Pareto Analysis SugarCRM Power BI
Fishbone Diagram Zoho Opie
Flowchart Tableau Witness
Control Chart Office 365 NICE
Value Stream Mapping Oracle CRM
CHARACTER REFERENCES
Albert A. Olivar Operations Manager, MDS 099*-***-**** Arthur Bamboa VP – Operations, GeBBS 092*-***-**** Ian Raymundo Director-BusinessExcellence, GeBBS 091*-***-**** I hereby certify that all information contained herein are TRUE and CORRECT to the best of my knowledge and ability.
RHONEIL ARELLANO
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