Jomar Rojas
Quality Coach
Blk 8 Lot 52 Phase 2 Barcelona, Camella Homes Imus, Cavite
Summary
Results-driven professional with a proven track record in Quality Assurance, Continuous Control Monitoring, KYC (Know Your Customer) compliance, and Online Casino Gaming analysis. Adept at ensuring operational excellence, regulatory compliance, and risk mitigation across diverse sectors. Leveraging a comprehensive skill set, I have successfully contributed to enhancing processes, implementing robust control mechanisms, and analyzing online gaming activities to ensure a secure and compliant gaming environment.
Overview
6
6
years of professional experience
Work History
Quality Coach
WHG Customer Services Philippines, Inc.
01.2024 - Current
- Developed comprehensive training materials for new hires, ensuring a strong foundation in quality control principles.
- Established a culture of continuous improvement by promoting open communication and collaboration among team members.
- Implemented statistical process control techniques, allowing for more precise identification of areas for improvement.
- Monitored key performance indicators to track progress toward quality objectives and adjust strategies as needed.
- Enhanced product quality by implementing rigorous testing procedures and providing detailed feedback to production teams.
Continuous Control Monitoring Analyst
WHG Customer Services Philippines, Inc.
06.2023 - 01.2024
- Conducting monthly and quarterly sample-based testing of the performance of our key compliance departments like Customer Due Diligence, Safer Gambling, Anti Money Laundering, Customer Relation Officers, and Know-Your-Customer.
- Working with Group Compliance stakeholders to prepare monthly reports on findings for consumption by senior management and divisional compliance and business units.
- Working with the Group Compliance Manager to identify opportunities to improve the quality of testing, particularly through automation and reporting.
- Working the Group Compliance Manager and BI to develop a set of exception reports around key compliance areas.
- Developing working knowledge of the relevant regulatory requirements, guidance, and codes of conduct applicable to William Hill’s operations.
Know-Your-Customer Analyst
WHG Customer Services Philippines, Inc.
01.2019 - 06.2023
- Collect and analyze relevant documentation, such as identification proofs, financial statements, and legal documents.
- Maintain accurate and up-to-date records of customer information.
- Ensure that documentation and records are organized and readily accessible for internal and external audits.
- Collaborate with various departments, including risk management, legal, and compliance teams, to share information and insights regarding customer profiles and risks.
- Communicate effectively with customers to collect necessary information and address any concerns related to the KYC process.
Online Casino Gaming Analyst
WHG Customer Services Philippines, Inc.
02.2018 - 01.2019
- Observe and monitor casino games, ensuring that they are conducted according to established rules and regulations.
- Address customer inquiries, concerns, or disputes related to gaming activities.
- Provide a high level of customer service to enhance the overall gaming experience.
- Document and report any irregularities, disputes, or incidents that occur during gaming operations.
- Maintain accurate records of gaming activities and transactions.
Education
Diploma of Higher Education - Computer Engineering Technology
Technological University of The Philippines
Manila Philippines 04.2001 -
Skills
Dataset Analysis
Customer Service
Regulatory Compliance
Policy Improvements
Process Improvement
Compliance Testing Knowledge
Customer Engagement
Fraud Detection
Coaching and Mentoring
Quality assurance expertise
Timeline
Quality Coach
WHG Customer Services Philippines, Inc.
01.2024 - Current
Continuous Control Monitoring Analyst
WHG Customer Services Philippines, Inc.
06.2023 - 01.2024
Know-Your-Customer Analyst
WHG Customer Services Philippines, Inc.
01.2019 - 06.2023
Online Casino Gaming Analyst
WHG Customer Services Philippines, Inc.
02.2018 - 01.2019
Diploma of Higher Education - Computer Engineering Technology
Technological University of The Philippines
04.2001 -