Eric John Vidal
Teleperformance Philippines
Daet,CAN
1
Language
9
Years of experience
Quality Assurance Analyst bringing a practical mix of customer interaction audits, quality reporting, and documentation accuracy from BPO and service operations work. Reviews service transactions, identifies process gaps, and turns findings into clear feedback that supports consistent compliance and stronger customer experience. Comfortable working across shifting daily demands while keeping records organized and service standards aligned.
Work History
Quality Assurance Specialist
4 Years 4 Months- Conducted quality audits of customer interactions, ensuring compliance with company standards and client requirements.
- Reviewed transactions to identify quality issues and process gaps, highlighting opportunities for continuous improvement.
- Prepared and maintained QA reports and tracking records to provide insights into individual and team performance.
- Prepared and maintained QA reports and tracking records to monitor individual and team performance.
- Provided constructive feedback and coaching recommendations based on audit findings.
- Maintained consistent accuracy and attention to detail while reviewing high volumes of customer interactions.
- Executed comprehensive quality audits to ensure compliance with client standards and company policies.
- Developed and implemented quality assurance processes to enhance product reliability and customer satisfaction.
- Analyzed defect trends to recommend process improvements, driving operational efficiency across teams.
- Mentored junior team members in quality assurance methodologies, promoting knowledge sharing and skill development.
- Collaborated with cross-functional teams to facilitate root cause analysis and corrective actions for quality issues.
Customer Service Representative
2 Years 5 Months- Resolved customer inquiries and concerns while achieving quality, productivity, and customer satisfaction targets.
- Handled customer inquiries and concerns while meeting quality, productivity, and customer satisfaction targets.
- Recorded and documented customer interactions accurately using CRM systems to ensure data integrity.
- Maintained accurate customer records and documentation using CRM systems.
- Worked consistently with quality standards and performance expectations.
- Resolved customer inquiries through various communication channels, ensuring timely and effective solutions.
- Collaborated with teams to streamline processes, enhancing service delivery and customer satisfaction.
Travel Guide
1 Year- Coordinated tour activities and addressed client needs, enhancing overall satisfaction.
- Clarified schedules and tour information to foster positive guest experiences.
- Curated and led immersive travel experiences in Calaguas, enhancing guest engagement and satisfaction.
- Developed comprehensive itineraries tailored to diverse traveler preferences, ensuring memorable adventures.
- Trained and mentored junior guides on local culture, safety protocols, and customer service excellence.
Education
Bachelor of Science - Computer Science
Skills
Quality Assurance & Quality Auditing
Quality Monitoring & Compliance
Process Review & Improvement
Coaching & Performance Feedback
Reporting & Record Management
Operations supervision
Training facilitation
Performance management
Process optimization
Workforce scheduling
Root cause analysis
Corrective action plans
Audit calibration
Quality scorecards
Standard operating procedures
RECOGNITION
Circle of Excellence – Commitment Award | Teleperformance Philippines | April 2022, Recognized for exceptional commitment, consistency, dedication to quality and performance, and continued support of team and business goals.
Languages
English
B1
Intermediate
Timeline
Quality Assurance Specialist
Teleperformance Philippines
01.2021 - 05.2025Read More
Customer Service Representative
Teleperformance Philippines
08.2018 - 01.2021Read More
Travel Guide
Pulandaga Calaguas Adventure
01.2016 - 01.2017Read More
Mabini Colleges
Bachelor of Science from Computer Science
Read More