Bienadi Catbagan
Training And Quality Manager
Bacoor City
Summary
Experienced Training, Quality, and Compliance Manager with a proven track record of success in the highly recognized Business Process Outsourcing industry. Designed, executed, and optimized training curriculum and quality guidelines across multiple programs, resulting in a 25% improvement in compliance and performance. Skilled in analyzing program performance, identifying trends, and sales potential through consumer feedback integration. Recommended strategic changes, including agent profiling and up-skilling all employee levels, resulting in exceeding expectations from employee engagement to revenue stability. Consistently achieved an average of 118% to goal client scorecard every month, ensuring business continuity. Earned multiple global recognition for Training and Quality Management. Successfully launched and expanded various lines of businesses through performance recognition and optimized budget allocation from sourcing to deployment.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Training and Quality Manager
iQor - Philippines
7 2023 - Current
- Leads and oversees multiple programs on financial vertical prioritizing account analysis and collections
- Recognized and Awarded as one of the iQor CEO, Top Star Awardee for 2023 exhibiting aligned aspirations of iQorian goals and values towards success across all levels
- Directly involved in planning new hire and skill-up, recurrent training classes
- Manages trainee performance and graduation rates during classroom training and early production call handling/nesting
- Completes formal classroom observation and frequently evaluate trainer effectiveness
- Coaches trainers and learners for optimal performance
- Manages team members to achieve program initiatives as well as individual skill development
- Participates in and / or contribute to business presentations as needed
- Prepares reports and performance analysis for clients and internal site leadership
- Exhibits a solid understanding of performance management and employee development strategies
- Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees
- (i.e
- Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and/or Lectures)
- Working with client partner Quality Assurance teams to conduct training & quality assessments, identify gaps, and drive improvements to training curriculum and/or delivery
- Creating, implementing, and maintaining training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills
- Identifies and implements new practices and processes that are highly recommended and exhibits 100% compliance on client methods & procedures
- Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization
- Identifies deficiencies and works along with the Quality Team to take the necessary corrective actions.
Operations Manager
Nearsol - Philippines
03.2022 - 06.2023
- Manages and oversees three (lines of businesses) for a multi-national company handling equipment and warranty services related and not limited to home and consumer electronics
- Functions as a key member of the management team to provide value-added service to client companies
- Working closely with colleagues from Operations and Corporate Businesses to successfully meet client needs and complete various projects
- Manages varied work situations and support multiple projects related to revenue sustenance and employment development
- Apply performance improvement tools and techniques for process improvements
- Direct and Daily interface with the client on a daily basis to develop and sustain business processes and practices that result in number one rankings and sustained client relationships
- Provides specific guidance to managers, employees and other staff to ensure that the focus is correct and the work is accomplished on time, within budget and meets or exceeds the highest quality standards
- Manage work in such a way that results in number one performance for the client: planning, hiring and staffing requisites for business continuity
- Customer Satisfaction monitoring and deep dive - collaborate with internal and external clients to ensure continuous customer satisfaction
- Oversee staff on all Lines of Business supported to ensure accurate and timely tactical processes executed accordingly
- Manages employee's overall performance that includes attendance, compliance on directives and behaviors affecting the business revenue, client satisfaction and career advancement
- Case Management, Project Management, Compliance Monitoring and Evaluation.
Quality and Compliance Manager
iQor - Philippines
01.2016 - 10.2021
- Designated to lead a team of performance coaches, quality analysts and supervisors for the leading telecommunication company in the United States
- Works directly with the vendor and compliance team offshore in making sure that compliance and variance is monitored for continuous development based on program requirements in adherence to the US and Federal laws
- Responsible for developing and implementing the techniques, tools and procedures to achieve efficiency
- Conducts training and Orientation to new hires and onboarded associates for the scope of work and updated workflow
- Monitors site performance based on Compliance, First Call Resolution and Customer Satisfaction and Sales Integrity
- Responsible for the audit and review of the training and quality processes for the flawless business operation function ensuring feedback and action plan is provided to ensure that all company and program directives are followed through coaching, follow up based on observations both direct and indirect to assess consistency and progress
- Provides in-depth coaching and performance monitoring and updates for all the supervisors and coaches assigned keeping the awareness of the behavior success and opportunities
- Facilitates weekly quality call calibration between Philippines and US site leaders and clients to assess performance of associates in relation to the quality adherence
- Identifies focus behavior for coaching and development focus
- Manages employees overall performance that includes attendance, compliance on directives and behaviors affecting career growth
- Delivers appropriate corrective actions as needed.
Leadership and Development Manager - Stretched Assignment
iQor - Philippines
04.2019 - 08.2020
- Trained and Certified by iQor Corporate Team to facilitate Peak Performance Coaching Workshop Sessions
- Works hand-in-hand with site leaders for development techniques and strategies that will foster growth and development of all Key Performance Indicators (KPIs) creating high morale and people development
- Facilitates coaching workshops attended by emerging and onboarded leaders on site
- Conducts training and orientation on business writing etiquette, behavior identification, coaching rally and all other leadership developmental techniques
- Assigned to assess and review coaching proficiency of all leaders including coaches and support agents (Subject Matter Agents, Training Apprentices and Reports Analysts)
- Provides comprehensive feedback and recommendations on coaching strategies and KPI improvement techniques to all leaders
- Monitors site performance based on the coaching strategies provided before and after the leader has attended the workshop for continued support and evaluation
- Currently supporting multiple sites for coaching workshop sessions and training evaluation.
Supervisor for Operations - Bell Canada
Teleperformance Philippines
04.2015 - 08.2020
- Assigned as part of the management and leadership team for an offshore site representing the top telecommunications company in Canada
- Responsible for supporting and coaching the employees in the service center
- Provides in-depth coaching and performance monitoring and updates for all the agents assigned keeping the awareness of the behavior success and opportunities
- Handles escalated calls and customer concerns to ensure that complete and accurate resolution is provided
- Mentors associates in improving relationship with customers and on-site management team to ensure compliance directed by the scope of work.
AVP for Operations - DirecTV
iQor - Philippines
06.2014 - 02.2015
- Designated to supervise and lead a team of representatives for the leading television company in the United States
- Ensures that all company and program directives are followed through coaching, follow up and observations both direct and indirect to assess consistency and progress
- Monitors individual calls and provides real-time feedback regarding the success and opportunities on the call to all agents focusing on First Call Resolution
- Handles escalated calls and customer concerns to ensure that complete and accurate resolution is provided
- Provides in-depth coaching and performance monitoring and updates for all the agents assigned keeping the awareness of the behavior success and opportunities
- Facilitates weekly quality call calibration between Philippines and Charleston site with DirecTV clients to assess performance of associates in relation to the quality adherence
- Identifies focus behavior for coaching and development focus
- Identifies strengths of individual members of the team (associate and managerial staff) using them in providing feedback to work on their areas of improvement
- Manages employees overall performance that includes attendance, compliance on directives and behaviors affecting career growth
- Delivers appropriate corrective actions as needed.
Operations Supervisor - Redundancy Separation
First Advantage Philippines, Ltd
12.2012 - 03.2014
- Mentors associates in improving relationship with all US reporting specialists and Service delivery Managers
- Coordinates with individual manager and executives of US Companies participating in Work Opportunity Tax Credit
- Directly to the Client Vice President and US Based Operations Head for all concerns on a bi-weekly basis
- Designated to review all types of calls as part of the Quality and Training development
- Appointed as the Calibration Master for the entire site involving two programs under the Revenue Assurance Department
- Designated to address all Quality related concerns and to manage the AFIs and action planning related to the stated cause
- Facilitated the Complete Product Specifics Training for both the Bangalore Management Team and the Associates
- Trained and assigned to do forecasting and staffing for the program on a monthly basis
- Provides in-depth coaching and performance monitoring and updates for all the agents assigned keeping the awareness of the behavior success and opportunities
- Facilitates weekly quality call calibration as master calibrator to assess performance of associates in relation to the quality adherence
- Identifies strengths of individual members of the team (associate and managerial staff) using them in providing feedback to work on their areas of improvement.
Quality Assurance Analyst
C3/ Customer Contact Channels
01.2012 - 12.2012
- Maintains the records and trains other analysts through NICE as a system used in recording, listening and evaluating calls
- Scans and evaluates calls for internal quality monitoring
- Designated to review Potential Call Avoidance, Mistreat and Fraudulent calls as part of the special task
- Facilitates Quality Assurance Discussion to the new hires and all training classes including the management team
- Provides in-depth coaching and performance monitoring and updates for all the agents assigned keeping the awareness of the behavior success and opportunities
- Keeps agents aware of program updates by conducting huddles on a weekly basis
- Logs daily call audits for compliance and quality adherence.
Team Leader - Redundancy Separation
APAC Customer Services Inc.
02.2010 - 12.2011
- Initially worked as a Representative for Insurance Company - took in calls for a month handling queries about claims processing and provider disputes
- Laterally transferred and trained to handle offline inquiries with claims inventory reports
- Promoted as TEAM LEADER in August 2010
- Provides in-depth coaching and performance monitoring and updates
- Keeps agents aware of program updates by conducting huddles
- Logs daily call audits for compliance and quality adherence
- Identifies Strengths and Weaknesses based on Drivers and Learning styles
- Attends weekly calibration and operations meeting with clients; as well as managerial meetings for Local/offshore supervisors.
Customer Service Associate II - Flex Quality Analyst
eTelecare Global Solutions / Stream Global Services
03.2008 - 12.2009
- Represented one of the major Phone companies in the US
- Handled phone inquiries about account status, technical support for handheld devices as well as business account updates
- Trained to handle the escalations department as an additional skill
- Conducted floor support to new hires.
Education
Bachelor of Science in Nursing -
ST. DOMINIC COLLEGE OF ARTS AND SCIENCES
01.2004 - 01.2007
Skills
Quality Management Systems
Internal Auditing
Problem-solving abilities
Quality Training
Quality processes
Continuous Improvement
Performance monitoring
SOP Development
Regulatory Compliance
Operational Excellence
Corrective Actions
Supplier Relationship Management
Customer Satisfaction
References
Available upon request
Timeline
Operations Manager
Nearsol - Philippines
03.2022 - 06.2023
Leadership and Development Manager - Stretched Assignment
iQor - Philippines
04.2019 - 08.2020
Quality and Compliance Manager
iQor - Philippines
01.2016 - 10.2021
Supervisor for Operations - Bell Canada
Teleperformance Philippines
04.2015 - 08.2020
AVP for Operations - DirecTV
iQor - Philippines
06.2014 - 02.2015
Operations Supervisor - Redundancy Separation
First Advantage Philippines, Ltd
12.2012 - 03.2014
Quality Assurance Analyst
C3/ Customer Contact Channels
01.2012 - 12.2012
Team Leader - Redundancy Separation
APAC Customer Services Inc.
02.2010 - 12.2011
Customer Service Associate II - Flex Quality Analyst
eTelecare Global Solutions / Stream Global Services
03.2008 - 12.2009
Bachelor of Science in Nursing -
ST. DOMINIC COLLEGE OF ARTS AND SCIENCES
01.2004 - 01.2007
Training and Quality Manager
iQor - Philippines
7 2023 - Current
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