Erika Jane V. Cardinal

Work History

Movate, CSS Corp

BGC , Taguig City

10.2018 - Current

Responsible for creating quality reports presented to clients and operations
Determined quality department standards, practices, and procedures.
Established and tracked quality department goals and objectives.
Applied coaching techniques and tools to support managers and team members in improving performance.
Responsible for creating quality analysis, correlation analysis and analysis for trending behaviors and outliers
Responsible on updating and creating quality forms
Recruit trainers and quality analysts and responsible in leading, teaching, onboarding and evaluate new trainers and quality analysts
Research, plans and implement training programs that will prepare or help Ops on meeting their operational KPI
Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
Helps training team on creating training calendar and agenda
Monitored staff organization and suggested improvements to daily functionality.
Performed root cause analysis to identify and resolve quality issues and defects.

Bosch Service Solutions

BGC, Taguig City

01.2016 - 07.2018

Responsible for doing quality checks of phone and email complaints to ensure representatives are following the organization’s guidelines
Responsible for creating quality analysis by providing the most common mark downs and creating action plans to improve quality scores
Responsible for calibration sessions by doing call listening and working on one complicated case to ensure agents know the right behavior displayed during the call
Responsible for attending global calibrations (Inbound and Legal) to ensure that the sight is calibrated with other locations
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Edited, proofed and critiqued internal documents to improve clarity.
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Developed and maintained quality assurance procedure documentation.

Startek Philippines

Ortigas City

05.2012 - 03.2015

Responsible for managing a team of agents during their nesting phase
Ensure individual agents are performing against targets, reviewing their performance and coaching/training them to do so
Responsible for keeping their agents informed of what is happening in the center and anything that may impact on the agent
Responsible for evaluating phone calls to ensure the calls are aligned with the organization’s rules
Mentored and guided employees to foster proper completion of assigned duties.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Supervised team members to confirm compliance with set procedures and quality requirements.
Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Held team meetings to inform team members on company news and updates.
Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.