Quality Assurance Manager - QA Framework & Leadership
Resume:
SUMMARY Dedicated Quality Manager with over ** years of experience in the BPO industry,
specializing in developing and implementing QA frameworks. Proven ability to lead teams, analyze performance gaps, and engineer internal control systems to ensure data accuracy and regulatory compliance. Possesses Six Sigma Green Belt certification and expertise in process development/improvement. Eager to leverage extensive QA leadership experience to drive operational excellence and enhance service quality. WORK EXPERIENCE
09/2025 – 12/2025 QA Manager Calamba, Laguna
NEXTVAS, INC.
• Created QA framework for the contact center
• Established internal and external call calibration process
• Team management and client collaboration on identifying quality guidelines for both existing and new clients supported
• Established regular cadence both internal and external
• Created seamless process for developmental requirements and systems of the Quality team
07/2024 – 01/2025 Quality Manager Pasay City, Philippines GeBBS HEALTHCARE SOLUTIONS
• Oversee daily management, coaching, mentoring and motivation of direct reports to ensure compliance with reporting requirements and performance metrics.
• Evaluated process performance gaps through recorded monitoring and case audits.
• Engineered internal control systems to ascertain accurate data generation in alignment with company policies and procedures, proactively addressing any potential risks within QA leadership
• Established calibration sessions and other internal QA cadence.
• Established QA Scorecard and implemented onboarding/offboarding process for the QA team under the supported cluster
• Formulated process improvement and development programs for various Lines of Businesses (LOBs) supported.
• Instituted seamless processes for developmental requirements and systems for the Quality team
Rhoneil Gonzaga Arellano
1008 Birmingham Street, Brookside Hills Subdivision Cainta, Rizal 1900, Philippines
********.*.********@*****.***
04/2023 – 08/2023 Quality Manager Clark, Angeles, Pampanga CLARK OUTSOURCING
• Directed daily management, coaching, mentoring and motivation of direct reports to ensure compliance with reporting requirements and performance metrics.
• Designed quality monitoring forms and established transaction quality guidelines.
• Developed internal control systems for better alignment with company policies and procedures and proactively address any potential risks within the QA team
• Analyzed process performance gaps through recorded monitoring and case audits.
• Established seamless process and created process workflow for various lines of businesses (LOBs) supported by the team
08/2022 – 02/2023 Quality Assurance Manager McKinley Hills, BGC, Taguig City ACCESS HEALTHCARE
• Helped establish streamline processes for developmental requirements and systems for the Quality team
• Created QA framework for assigned cluster consisting of 9 QA team members
• Designed internal control systems for better alignment with company policies and procedures and proactively address any potential risks within the QA team
• Assessed process performance gaps with each member QA team of the cluster supported
• Established regular cadence both internal and external 03/2022 – 08/2022 Assistant Manager, Delivery Quality Unionbank Plaza, Ortigas, Pasig City OMEGA HEALTHCARE
• Supervised daily operations, coaching, mentoring and motivating of direct reports to ensure compliance with reporting requirements and performance metrics.
• Measured performance gaps through recorded monitoring and case audits.
• Designed quality monitoring forms and established transaction quality guidelines.
• Established QA Scorecard and implemented onboarding/offboarding process for the QA team under the supported cluster
• Developed internal control systems for better alignment with company policies and procedures and proactively address any potential risks within the QA team and QA leadership
04/2021 – 04/2022 Quality Assurance Supervisor NisCom Bldg., Commonwealth, Quezon City COLLECTIVE SOLUTIONS
• Supervised daily operations, coaching, mentoring and motivating of direct reports to ensure compliance with reporting requirements and performance metrics.
• Conducted random second-level audits on previous transaction monitoring performed by the QA Analysts
• Addressed potential risks within the Quality team
• Designed quality monitoring forms and established transaction quality guidelines. 08/2019 – 02/2020 QA & Process Development Supervisor Unionbank Plaza, Ortigas, Pasig City HKT TELESERVICES, INC.
• Supervised daily operations, coaching, mentoring and motivating of direct reports to ensure compliance with reporting requirements and performance metrics.
• Established QA Scorecard and implemented onboarding/offboarding process for the QA team under the supported cluster.
• Addressed potential risks within the quality team. 04/2016 – 01/2019 QA & Training Supervisor BJS Bldg., P. Domingo St., Makati City MDS CALL SOLUTIONS, INC. (McDonald’s)
• Championed the establishment of a QA framework for the company, reviewing the existing call center business model
• Set quality guidelines, designed transaction monitoring forms and established quality performance reports/dashboards.
• Supervised daily operations, coaching, mentoring and motivating of direct reports to ensure compliance with reporting requirements and performance metrics. 12/2012 – 02/2014 Associate Quality Manager Antel Global, Ortigas Center, Pasig City ONE CONTACT CENTER
• Managed daily operations, coaching, mentoring and motivating of direct reports to ensure compliance with reporting requirements and performance metrics.
• Established QA Scorecard and implemented onboarding/offboarding process for the QA team.
• Designed process improvement and development programs for various lines of business (LOBs) supported.
04/2011 – 09/2012 Sr. QA Analyst Orient Square, Ortigas Center, Pasig City ALORICA, INC.
• Supervised and provided guidance to newly onboarding quality analysts and conducted daily audit reviews.
• Serves as resource person during conduct of business reviews for the clusters supported.
03/2008 – 02/2011 Associate Quality Manager Algimon Bldg., E. Rodriguez, Taytay, Rizal MEGACALLNET, INC.
• Initiated the establishment of a QA framework for the company, reviewing the existing call center business model.
• Set quality guidelines and designed transaction quality forms as well as the quality performance reports and dashboards.
• Managed daily operations, coaching, mentoring and motivating direct reports.
• Designed process improvement and development programs various clients supported.
07/2006 – 01/2007 Quality Assurance Analyst Riverbanks Center, Marikina City ICT MARKETING SERVICES, INC.
• Evaluated agents’ recorded calls to ensure compliance with approved client’s quality guidelines
• Analyzed agents’ interactions based on specific metrics such as script adherence, product knowledge, problem solving skills, customer satisfaction and issue resolutions.
• Provided constructive feedback to agents thru coaching sessions, highlighting both positive points and areas of improvement, suggesting/providing recommendations to further enhance customer service skills. EDUCATION
06/1987 – 10/1991 ARELLANO UNIVERSITY Manila, Philippines Bachelor of Science in Commerce in Business Management 06/1983 – 04/1987 CAINTA CATHOLIC SCHOOL Rizal, Philippines Secondary Level Education
SKILLS Six Sigma for Process Development/Improvement Performance Management
Corrective Action Planning
QA Team Capacity Planning
Metrics Management
Risk Management
Microsoft Office (Excel, Outlook, Word, Powerpoint) Root Cause Analysis
Pareto Analysis
DMAIC Methodology and Application
QA Reporting and Dashboards - Charts, Tables and Graphs TOOLS / CRM Sharepoint
ZenDesk
Zoho
Power BI
Office 365
Epic
SugarCRM
ReachForce
SalesForce
REFERENCES Albert A. Olivar 099*-***-****
Operations Manager, MDS Call Solutions
Arthur Bamboa 092*-***-****
VP – Operations, GeBBS Healthcare Solutions
Ian Raymundo 091*-***-****
Director – Business Excellence (Training & Quality) GeBBS Healthcare Solutions
CERTIFICATES Six Sigma Certified Green Belt (CSSGB) Six Sigma Certified Yellow Belt (CSSYB)
Lean Six Sigma Green Belt – Trained (LSSGB)
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