Amaleen Jaime Leal
Manila City
Summary
Experienced in quality assurance and audit planning, with a track record of supporting QA leadership in workload allocation and deliverables. Expertise in reviewing audits for scoring consistency and providing quality guidance to Team Leaders and Operations partners. Proven ability to handle escalations related to quality disputes, lead calibration sessions, executive listening sessions, and generate performance summaries for leadership review. Skilled in identifying error trends, recommending corrective actions, and contributing to process improvements.
Overview
6
6
years of professional experience
Work History
Acting Assistant Quality Manager
FIS Global Solutions
08.2023 - 02.2026
- Supported QA leadership in audit planning, workload allocation, and deliverables
- Reviewed audits and ensured scoring consistency across QA staff
- Provided quality guidance to Team Leaders and Operations partners
- Handled escalations related to quality disputes and scoring clarifications
- Led and participated in calibration sessions with QA and Operations teams
- Generated QA reports and performance summaries for leadership review
- Identified recurring error trends and recommended corrective actions
- Contributed to process and quality framework improvements
- Helped drive metric improvements in Resolution, Compliance, and Call Handling
- Ensured alignment with client quality standards
- Collaborated with stakeholders to define quality metrics, establishing benchmarks that guiding quality and compliance
Quality Analyst
FIS Global Solutions
Manila
08.2020 - 08.2023
- Conducted routine and risk-based call audits
- Delivered coaching and feedback sessions to agents
- Maintained scoring accuracy through regular calibrations
- Supported QA onboarding sessions for new hires
- Facilitated executive listening sessions to support business reviews
Customer Service Agent
FIS Global Solutions
Manila
02.2020 - 07.2020
- Handled customer interactions while meeting service and compliance standards
- Maintained call quality and customer experience metrics
- Built foundational expertise in call handling workflows
Education
High School -
Victorino Mapa High School
Skills
- Quality Auditing & Monitoring
- Coaching & Performance Feedback
- Calibration Sessions
- KPI & Scorecard Analysis
- Compliance & Resolution Improvement
- Call Handling Metrics
- Root Cause Analysis
- QA Reporting & Trend Analysis
- Process & SOP Adherence
- Continuous Improvement Initiatives
- Cross-Functional Collaboration
- Agent Development Support
References
- Karl Julius Saunar, Quality Supervisor, +63 977 783 2800
- Sumit Sharma, Assistant Quality Manager, +91 76830 44316
- Abram Almerido, Digital Transformation Analyst, +63 998 881 1287
Recognition
Top QA Performer — Multiple Internal Awards
Tools And Platforms
- Salesforce
- Twilio
- UJET
- NICE Engage
- IQV
- QES
- Microsoft Excel (Working proficiency)
Languages
English
Advanced (C1)
C1
Timeline
Acting Assistant Quality Manager
FIS Global Solutions
08.2023 - 02.2026
Quality Analyst
FIS Global Solutions
08.2020 - 08.2023
Customer Service Agent
FIS Global Solutions
02.2020 - 07.2020
High School -
Victorino Mapa High School