Customer Service Quality Assurance

Andrew Jason Torres

Blk** Lot** Amaia Scapes, Brgy Sta. Cruz, Sta. Maria, Bulacan 3022

+63-943-***-**** / +63-995-***-**** ***********@*****.*** Professional Summary

Customer service leader with 15+ years of progressive experience across BPO, quality assurance, and customer support operations. Proven track record of leading high-performing teams, driving quality improvements, and enhancing customer satisfaction. Skilled in stakeholder communication, data-driven decision-making, and mentoring diverse teams. Adept at managing QA programs, facilitating training, and aligning service delivery with business goals. Key Skills

Customer Service Leadership, Quality Assurance & Auditing, Coaching & Mentoring, Salesforce, NICE, Calabrio, UCSW, Data Analytics & Visualization (Power BI, Excel), Workforce Management & Forecasting, Root Cause Analysis

& Process Improvement, Content Development & Training, Emotional Intelligence, Empathy, Relationship Building Professional Experience

Sr. Analyst - Concentrix, Makati City (Feb 2024 - Jul 2024)

- Led cross-functional initiatives to improve project operations through data analysis.

- Created stakeholder dashboards and presentations for decision-making.

- Developed surveys and internal process checks to identify areas for service enhancement. Quality Auditing Senior Analyst - Accenture, Quezon City (Aug 2018 - Feb 2024)

- Supervised QA teams and mentored junior analysts across multiple global projects.

- Spearheaded QA task forces, calibration sessions, and process improvement initiatives.

- Managed quality reporting and supported customer-facing teams with insights and coaching. Andrew Jason Torres

Blk65 Lot12 Amaia Scapes, Brgy Manggahan, Sta. Maria, Bulacan 3022

+63-943-***-**** / +63-995-***-**** ***********@*****.***

- Facilitated training and created reusable training materials for contact tracing systems.

- Provided subject matter expertise in quality frameworks, CSAT, and audit compliance. Business Process Supervisor - e-Telequote Inc., Clearwater, FL (Jun 2017 - Oct 2017)

- Delivered QA and compliance support as an independent contractor.

- Reviewed calls, provided QA scoring, handled complaints, and consulted partners. Business Support Specialist - IBEX Global, Pasig City (Oct 2011 - Jun 2017)

- Audited calls, coached agents, and produced reports on quality trends.

- Supported recruitment and maintained high CSAT through scripting and agent feedback. Corporate Quality Analyst - APAC Customer Services (Oct 2007 - Oct 2011)

- Conducted audits, calibrations, CSAT reviews, and coaching for multiple campaigns. Senior CSR / Advisor - APAC Customer Services (Mar 2005 - Oct 2007)

- Managed customer claims and escalated support for a major U.S. insurer.

- Conducted training sessions and monitored team quality metrics. Education

College of St. Benilde - Major in Marketing Management (Undergraduate, 3rd Year) Sacred Heart School, Bahrain - High School Diploma (1993) Andrew Jason Torres

Blk65 Lot12 Amaia Scapes, Brgy Manggahan, Sta. Maria, Bulacan 3022

+63-943-***-**** / +63-995-***-**** ***********@*****.*** Languages

English (Fluent), Tagalog (Fluent)

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