Carlo Guarino Santos
Quality Assurance Officer
Summary
Seeking a challenging career with a progressive organization that provides an opportunity to capitalize my skills & abilities. Committed Quality Assurance Officer with 12 years of extensive experience in quality management. Proven background using research methodologies and techniques to conduct data analysis and provide recommendations. Working knowledge of internal and outside audit processes and responses to take action immediately.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Quality Assurance / Paralegal Analyst
Emapta
03.2022 - Current
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Acted as a liaison between the QA team and other departments such as Development/Training, Customer Support, and Management Team, ensuring effective communication throughout all stages of the project lifecycle.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Conducted training sessions for Junior Paralegals, enhancing their skills and knowledge of industry best practices.
- Reported progress, test metrics and results to project stakeholders.
- Streamline tasks and claims progress from clients and provide real time update to Paralegals for monitoring
Senior Quality Assurance Analyst
The Results Company, Alaskaland
07.2012 - 01.2022
- Identify and give feedback on agent shortcomings in soft skills and process knowledge
- Online/offline monitoring of agent calls to audit and scrutinize
- Daily/Weekly Reports on Quality Deviations
- Auditing calls based on set parameters and CTQ's
- Taking training for new batches regarding quality parameters
- Preparing shift timing reports
- Client Interfacing (Calibration, Call Listening Session)
- Giving Feedback to operations regarding any deviations in process
Customer Service Agent
West Contact Solutions
04.2010 - 05.2012
- Customer Service Call Inbound (Hotel Reservations)
Customer Service Agent
ICT Marketing Services
05.2009 - 03.2010
- Customer Service Call Inbound and Outbound (Credit Card Company)
Education
Bachelor of Science in Customs Administration -
Lyceum of The Philippines University
Intramuros, Manila 01.2005 - 05.2009
Skills
Customer Service and Sales Background
Analytical Process
QA Management
Microsoft Office (MS Word, Excel, Powerpoint, Internet, etc)
BPA, CSI, SQL, Macro, Call Miner, NICE, AircallTools
Excellent written and verbal communication skills
Highly organized and efficient
Ability to work independently or as part of a team
Proven leadership skills and ability to motivate
Data Analysis
Timeline
Quality Assurance / Paralegal Analyst
Emapta
03.2022 - Current
Senior Quality Assurance Analyst
The Results Company, Alaskaland
07.2012 - 01.2022
Customer Service Agent
West Contact Solutions
04.2010 - 05.2012
Customer Service Agent
ICT Marketing Services
05.2009 - 03.2010
Bachelor of Science in Customs Administration -
Lyceum of The Philippines University
01.2005 - 05.2009
Birthday
1988-10-03
References
Available upon request
Birthday
1988-10-03
References
Available upon request