ALFRED CORONEL
Quality Lead
Olongapo,ZMB
Summary
Detail-oriented Quality Lead with six years of experience in customer service, quality assurance, data analytics, and performance coaching. Skilled in process improvement, data analysis, and communication, with a proven track record of enhancing service quality and operational efficiency. Adept at collaborating with teams, implementing process enhancements, and leading quality initiatives to drive performance improvements.
Overview
6
6
years of professional experience
Work History
Quality Lead
PartnerHero
12.2023 - Current
Quality Officer
TDCX
06.2023 - 12.2023
Performance Development Coach
EPerformax Contact Centers & BPO
09.2022 - 05.2023
Quality Assurance Analyst
EPerformax Contact Centers & BPO
05.2021 - 09.2022
Customer Service Representative
EPerformax Contact Centers & BPO
05.2019 - 05.2021
Education
No Degree - Computer Engineering (2023 - Current)
Lyceum of Subic Bay
Subic Bay Freeport Zone, Olongapo, ZambalesNo Degree -
Various College Studies (2012–2019)
Manila, Metro Manila, PhilippinesHigh School Diploma -
Regional Science High School - Region III (2012)
Subic Bay Freeport Zone, Province Of Zambales, PhilippinesSkills
- Team Leadership & Development – Led and coached an initial team of 13 analysts, driving performance growth and operational efficiency, with two analysts earning promotions
- Process Optimization – Led the development of a new quality rubric within three months as a Quality Lead, addressing gaps and client feedback to improve assessment accuracy and business alignment
- High-Level Communication – Engaged in multiple internal and client syncs weekly, effectively conveying quality insights, aligning expectations, and driving strategic improvements
- Dashboard Development & Reporting – Contributed to and finalized a consolidated quality dashboard, streamlining reporting and enhancing performance tracking for 80 clients
- Workflow Standardization – Created flowcharts for quality parameters to address Operations' concerns about audit subjectivity, ensuring clearer evaluation criteria and consistency in assessments
- Root Cause Analysis & Issue Resolution – Delegated internal calibrations to assigned QAs, overseeing discussions on quality score trends, root causes, and solutions to improve service delivery
Additional Information
https://www.linkedin.com/in/alfred-coronel-ph/
References
- Avelino Ayalde (+63 960 223 6020) | avelino.ayalde@tdcx.com
Position: Senior Quality Lead
Company: TDCX - Lorie Deraja (+63 926 960 8631) | lorena.deraja08@gmail.com
Position: Quality Lead
Company: PartnerHero - Andrew Yabut (+63 998 952 2247) | andrewpyabut@gmail.com
Position: Quality Manager
Company: Formerly at PartnerHero
Timeline
Quality Lead
PartnerHero
12.2023 - Current
Quality Officer
TDCX
06.2023 - 12.2023
Performance Development Coach
EPerformax Contact Centers & BPO
09.2022 - 05.2023
Quality Assurance Analyst
EPerformax Contact Centers & BPO
05.2021 - 09.2022
Customer Service Representative
EPerformax Contact Centers & BPO
05.2019 - 05.2021
No Degree - Computer Engineering (2023 - Current)
Lyceum of Subic Bay
No Degree -
Various College Studies (2012–2019)
High School Diploma -
Regional Science High School - Region III (2012)
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