Quality Compliance Analyst monitors service interactions, audits performance against quality standards, and supports corrective action across customer support teams. Partners with operations leaders to improve compliance reporting, document findings clearly, and reinforce process adherence. Brings a service-first perspective shaped by customer service, quality assurance, and sales experience.
Hi, I’m
Roneza A. Caiga
Quality Compliance Analyst
Guinayang San Mateo
Summary
Overview
22
years of professional experience
Work History
EXL PHILIPPINES
Senior Quality Compliance Analyst
10.2022 - Current
Job overview
- Developed and implemented quality assurance processes to enhance service delivery standards.
- Improved overall quality compliance by conducting thorough audits and inspections of processes and systems.
- Conducted regular audits and assessments to verify compliance with internal policies.
- Analyzed compliance data to identify trends and potential areas for improvement.
- Trained team members on quality compliance protocols and best practices.
- Reviewed documentation for accuracy, ensuring all records met established guidelines.
- Mentored junior analysts, fostering a culture of continuous improvement and accountability.
- Participated in regular meetings with stakeholders to review progress on quality improvement projects, fostering transparency and collaboration across departments.
- Facilitated communication between various departments, ensuring a collaborative approach to addressing quality compliance concerns.
Concentrix
Customer Service Representative
02.2022 - 09.2022
Job overview
- Resolved customer inquiries efficiently, enhancing patient satisfaction and trust in healthcare services.
- Resolved customer inquiries through multiple communication channels, ensuring high satisfaction levels.
- Coordinated with medical staff to ensure timely communication of essential patient information.
- 7 months
Teleperformance Phil.
Quality Assurance Analyst
01.2017 - 06.2018
Job overview
- 1yr. 5months
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Yellow Cab Call Center
Telemarketer/ Delivery Hotline
11.2014 - 05.2015
Job overview
- Developed and maintained customer relationships to enhance retention.
- Provided product knowledge and service information to prospective clients.
- Utilized CRM software to track interactions and manage customer data.
- Collaborated with team members to refine call scripts for efficiency.
- 6months
Viva Video Sales Inc.
Sales Representative
12.2005 - 05.2012
Job overview
- 7 years
- Developed and maintained strong client relationships to drive repeat business.
- Collaborated with marketing team to align sales strategies with promotional campaigns.
- Analyzed customer feedback to identify opportunities for service improvement.
- Trained and mentored junior sales staff on best practices and product knowledge.
Viva Video City
Customer Service Associate
10.2004 - 11.2005
Job overview
- 1year Customer Service Associate
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Assisted customers in product selection, enhancing overall shopping experience.
- Managed transactions accurately using point-of-sale systems to ensure seamless operations.
Education
Our Lady of Fatima UniversityQuezon City, Metro Manila, Philippines
Bachelor of Science from Hotel and Restaurant Mngt
University Overview
2nd year college/undergrad.
New Era High SchoolQuezon City, Metro Manila, Philippines
Secondary
04-1999
University Overview
Dona Juana Elem. SchoolQuezon City, Metro Manila, Philippines
Elementary
07-2026
University Overview
Skills
Quality assurance audits
Root cause analysis
Process compliance monitoring
Corrective and preventive action
Microsoft Excel
Quality scorecard reporting
Calibration sessions
Call monitoring
Audit documentation
Service level tracking
Quality dashboarding
Microsoft Word
Team supervision
Coaching & feedback
Performance monitoring
Workforce scheduling
Microsoft PowerPoint
Performance appraisal
Timeline
Senior Quality Compliance Analyst
EXL PHILIPPINES
10.2022 - Current
Customer Service Representative
Concentrix
02.2022 - 09.2022
Quality Assurance Analyst
Teleperformance Phil.
01.2017 - 06.2018
Telemarketer/ Delivery Hotline
Yellow Cab Call Center
11.2014 - 05.2015
Sales Representative
Viva Video Sales Inc.
12.2005 - 05.2012
Customer Service Associate
Viva Video City
10.2004 - 11.2005
Our Lady of Fatima University
Bachelor of Science from Hotel and Restaurant Mngt
New Era High School
Secondary
Dona Juana Elem. School
Elementary