BRYAN JOSEPH S. MALALUAN
QUALITY ASSURANCE ANALYST
Malolos City
Overview
13
13
years of professional experience
9
9
years of post-secondary education
Work History
Quality Assurance Analyst
Datamatics Global Services Limited
Ortigas Center, Pasig City, Metro Manila, Philippines
07.2020 - Current
- Performs weekly audits for tickets from calls and chats from production teams to evaluate their responses based on the parameters provided by the company and the client
- Evaluate audit results and correlate these into other metrics to provide recommendations for performance improvement that Operations team may adapt
- Manage allocation per QA on a weekly and quarterly basis ensuring equal distribution to all team members.
- Create and maintain reports and dashboards to track audits per QA and self-coaching completion rates of Operations teams and correlate data from audit trends
- Facilitate weekly business reviews with Operations, Training team, and clients presenting the running numbers, graphs, and trends
- Facilitate QA talks and calibration sessions in coordination with Operations and Training team to align guidelines and process workflows.
- Creation of presentation decks used for weekly business reviews, reports, and QA talks.
- Conducted training sessions for junior QA analysts both on and offshore teams, enhancing their skills and knowledge of industry best practices.
Tutor Operations Support
TutorGigs / Dr. Homework / Intervene K-12
06.2022 - 02.2024
- Performed onboarding for new hired tutors discussing expectations on the platform from the use of tutor dashboard, claiming of sessions, use of tutoring platform, expectations on tutoring, and pay structure.
- Participate as product development team member in suggesting and testing new features on all platforms or reporting bugs for immediate Technical and Development Team attention.
- Creation of new feature requirements and provide initial workflow suggestion for development using JIRA platform.
- Perform User Acceptance Testing (UAT) on features on development and those pushed to production.
- Respond to tutor inquiries and provide immediate resolution and guidance on basic issues and technical problems through email, chat, and call.
- Tag and forward issues requiring high level of attention to the Technical and Development team.
- Monitor real time tutoring sessions and provide real time assistance to tutors during their session.
- Audit recorded tutor sessions, identify opportunities, and provide initial recommendation for improvemement.
- Generate visual materials, flyers, and videos using Canva for communications to the tutors, parents, and students.
- Modify and create surveys through Survey Legend as required by the Operations.
Coaching Lead
Telus International Philippines
08.2016 - 09.2017
- Monitors and assists in the development of team leaders to be an effective coach and an effective leader
- Responsible for certification and recertification of new and existing Team Leaders for Coaching for Excellence Guideline
- Facilitates classroom trainings, including the preparation of materials, daily assessment reports and observations during introduction to the Coaching for Excellence
- Collaborates with Team Leader and provide observation and ensure a specific, effective, and efficient action plan together with the Team Leader to address specific area for improvements
- Attends and collaborates with Operations, Training, Workforce and Quality teams regarding opportunities and provides recommendation based on available data and observations on coaching sessions.
- Oversaw logistics and inventory management for storeroom.
Customer Experience Analyst (QA)
Telus International Philippines
08.2015 - 08.2016
- Performs weekly audits for tickets from production teams to evaluate their responses based on the parameters provided by the company and the client
- Evaluate audit results and correlate these into other metrics to create game plans for performance improvement that Operations team may adapt
- Conducts weekly team huddles to discuss audit observations and discuss game plans to improve EPMO and other related metrics
- Attend weekly Process & Policy Reviews and Calibration Session with client to clear any questions or provide any suggestions for improvement
- Conduct calibration sessions in coordination with Operations and Learning Services team to streamline existing processes and policies.
- Conducted root cause analysis on recurring issues, driving proactive solutions that reduced future occurrences.
Subject Matter Expert (SME)
Telus International Philippines
07.2015 - 08.2015
- Performs support functions to new-hire trainees during training for product training and nesting periods
- Audits tickets sent in by trainees for a quality evaluation of their response to riders/partners based on the parameters provided by the company and the client.
- Provide initial coaching based on observed trends on audit feedback and help trainees develop a SMART action plan.
Email Support Representative
Telus International Philippines
04.2015 - 07.2015
- Provides necessary first-hand assistance to riders and/or partners about basic account information, fare computations, payment details, lost item inquiries, sign-up and registration, and client policies.
- Collaborate team on issues with unclear guidelines and help provide suggestion for client's approval.
- Maintained up-to-date knowledge on company products and services to effectively assist customers in their inquiries.
Customer Service Representative
Teleperformance Philippines, Inc.
01.2011 - 01.2013
- Assist customers with their bill including monthly charges, one-time charges, taxes, and equipment billing inquiries; may also include disputes and adjustments
- Provides basic troubleshooting for device and network issues; advise alternative replacement options if necessary (e.g
- Warranty, insurance)
- Offer network products and equipment promotions for customers' upgrades, device accessories and/or additional lines of service.
Education
Bachelor of Science in Geodetic Engineering - Geodesy, Land Survey, Titling, Laws
University of the Philippines, Diliman
06.2006 - 05.2011
High School - undefined
Notre Dame of Tacurong College
06.2002 - 05.2006
Skills
Microsoft Suite
undefinedReferences
- HUBERT MALABAG
- MICHELLE PATAWEG
- SHERWIN NEIL ROQUE
- LORDILYN CALDERON
Timeline
Tutor Operations Support
TutorGigs / Dr. Homework / Intervene K-12
06.2022 - 02.2024
Quality Assurance Analyst
Datamatics Global Services Limited
07.2020 - Current
Coaching Lead
Telus International Philippines
08.2016 - 09.2017
Customer Experience Analyst (QA)
Telus International Philippines
08.2015 - 08.2016
Subject Matter Expert (SME)
Telus International Philippines
07.2015 - 08.2015
Email Support Representative
Telus International Philippines
04.2015 - 07.2015
Customer Service Representative
Teleperformance Philippines, Inc.
01.2011 - 01.2013
Bachelor of Science in Geodetic Engineering - Geodesy, Land Survey, Titling, Laws
University of the Philippines, Diliman
06.2006 - 05.2011
High School - undefined
Notre Dame of Tacurong College
06.2002 - 05.2006
Similar Profiles
Siva Kumar PallapuSiva Kumar Pallapu
SQL Developer at Datamatics Global services limitedSQL Developer at Datamatics Global services limited
Arpit SinghArpit Singh
Executive at Datamatics Global Services LimitedExecutive at Datamatics Global Services Limited
DARSHAN KHARADIDARSHAN KHARADI
Manager - BFS at Datamatics Global services LimitedManager - BFS at Datamatics Global services Limited
Vaibhav SonawaneVaibhav Sonawane
Senior Software Test Engineer at Datamatics Global Services LimitedSenior Software Test Engineer at Datamatics Global Services Limited
Angelu DagoroAngelu Dagoro
Virtual Assistant at Legal Soft SolutionsVirtual Assistant at Legal Soft Solutions