Company Name 1
Collection House International BPO Inc.
Job Title
Quality Analyst
Job Description
Wrote, edited, and updated project manuals and technical documentation for the QA Team.
Analyzed and tested game builds to identify improvements and assisted in resolving issues.
Monitored inbound and outbound calls from Australian and Manila-based Account Representatives.
Assessed individual Quality Assurance Forms for coaching and feedback to ensure adherence to company policies and Australian Debt Collection Guidelines.
Conducted call analysis for special handling cases and updated guidelines within the Quality Form.
Prepared monthly site-wide reports and developed action plans for improvement.
Used tools such as Microsoft Office, Google Suites, Zoom and CRM.
Company Name 2
Istaff Outsourcing Services
Job Description
Managed back-office operations for a travel website assisting travelers in selling nonrefundable room reservations.
Delivered exceptional customer service, handled escalations, and managed credit card transactions and accounts payable.
Prepared reports for daily meetings with onshore Operations Managers.
Developed and coached agents’ monthly performance scorecards.
Used tools such as Microsoft Office, Zendesk, Slack and CRM.