Jane S. Rienton
Quezon City
Summary
Quality management professional with history of driving process improvements and ensuring compliance with stringent quality standards. Proven ability to collaborate effectively with cross-functional teams and achieve significant results. Known for reliability and adaptability in dynamic environments, with strong skills in process optimization and quality assurance.
Professional with deep expertise in training management, prepared for this leadership role. Adept at developing and implementing training programs that drive performance and growth. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in instructional design, leadership development, and performance analysis. Reliable and results-driven with knack for fostering positive learning environment.
Risk management professional, highly regarded for comprehensive risk assessment and strategic mitigation planning. Proven track record in developing and implementing risk management frameworks that align with organizational goals. Known for fostering team collaboration and adaptability to dynamic environments, while leveraging analytical skills and problem-solving abilities to drive effective risk solutions.
Overview
23
23
years of professional experience
Work History
Senior Quality and Training Manager
Concentrix
08.2021 - Current
- Heads CCRT Customer Experience Capability and Risk Teams and this includes the following support departments: Training, Quality, Change, Risk and Content Teams
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Enhanced customer satisfaction by addressing complaints promptly and implementing corrective actions to prevent recurrence.
- Ensured compliance with industry standards and regulations by maintaining up-to-date knowledge of best practices in quality management.
- Achieved departmental objectives by setting clear performance metrics and regularly reviewing progress against targets.
- Drove innovation in quality management practices by staying current on industry trends, attending relevant conferences, and sharing insights with the wider team.
- Reduced operational risks by implementing comprehensive risk assessment processes and conducting regular audits.
- Conducted thorough post-implementation reviews to identify areas for improvement, refining future processes based on lessons learned from past experiences.
Quality Site Leader/Senior Manager
Sitel Philippines
03.2020 - 12.2020
- Handles Quality Assurance department for the National Capital Region sites of SITEL Philippines with 10,000 FTEs
- Leads different projects when it comes to different Quality metrics and Voice of the customer
- Handles Client Relations
- Ensures Quality objectives and goals are being met by the company
- Plans and organizes company’s programs and processes
- Tracks accounts’ performance
- Supports all Quality Managers and POCs for each of the accounts in the sites
- Identifies and raises future concerns
- Reduction of possible risks
Training, Quality Change and Content Senior Manager
Concentrix/IBM
12.2013 - 03.2020
- Handles the Quality Assurance, Training Department, Quality Improvement and Change Management of the company
- Lead different projects to increase employee morale, decrease Offshore Complaints volume and to improve the performance of agents for both Quality and Kept performance
- Handles Client Relations
- Ensures that the Training and Quality objectives and goals are being met by the company
- Plans and organizes company’s programs and processes
- Tracks accounts’ performance
- Supports the Call Center Head on Training and Quality issues
- Identifies and raises future concerns to Upper Management
- Creates continuous improvement projects
- Reduction of Risks when it comes to Changes in the Process
- Creation of Change Management Process
Training and Quality Director
ITOUCHPOINT SOFTECH PVT LTD
05.2011 - 12.2013
- Manages the Quality Assurance and Training Department of the company
- Overseeing the total performance of the company through various accounts handled
- In charge of the Quality Assurance Department of the company for various accounts
- Handles the Training & Quality team and one of the Telco Operations Account
- Created and implemented Operations Processes
- Trains the future Operations Manager
- Handles Client Relations
- Audits overall Call Center Total Quality
- Handles the Employee Morale and Development Programs
- Ensures that the Training and Quality objectives and goals are being met by the company
- Plans and organizes company’s programs and processes
- Tracks accounts’ performance
- Facilitates internal trainings
- Supports the Call Center Head on Training and Quality issues
- Identifies and raises future concerns to Upper Management
Training and Quality Manager
ITOUCHPOINT SOFTECH PVT LTD
01.2009 - 05.2011
- Manages the Quality Assurance and Training Department of the company
- Overseeing the total performance of the company through various accounts handled
- In charge of the Quality Assurance Department of the company for various accounts
- Handles a team of 1 Training and Quality Assurance Supervisor, 12 Quality Assurance Analysts, 2 Trainers, and 3 Quality Improvement Specialists
- Chosen to meet prospective clients in Hawaii and Ohio
- Responsible in the overall quality of calls for the company
- Responsible in creating Quality Guidelines for Directory Assistance and Customer Service Accounts
- Manages the Team in producing audited calls for Quality analysis of both the company and clients
- Supports Operations in providing client needs and improving customer-satisfaction ratings through formulation and implementation of QA guidelines for Customer Service accounts and Directory assistance
- Collaborates with Operations by increasing agent knowledge through development and implementation of service-awareness program
- Designs training manuals as a guide for both clients and Trainers
- Formulates and develops training modules for QA orientation, guidelines and certification
- Administers Quality Assurance training for new and existing employees
Training and Quality Manager-OIC
ITOUCHPOINT SOFTECH PVT LTD
09.2008 - 01.2009
- Manages the Quality Assurance and Training Department of the company
- Overseeing the total performance of the company through various accounts handled
- In charge of the Quality Assurance Department of the company for various accounts
- Handles a team of 1 Quality Assurance Supervisor and 13 Quality Assurance Analysts
- Handles a team of 2 Trainers
- Handles a team of 3 Quality Improvement Specialists
- Responsible in the overall quality of calls for the company
- Manages the Team in producing audited calls for Quality analysis of both the company and clients
- Supports Operations in providing client needs and improving customer-satisfaction ratings through formulation and implementation of QA guidelines for Customer Service accounts and Directory assistance
- Collaborates with Operations by increasing agent knowledge through development and implementation of service-awareness program
- Designs training manuals as a guide for both clients and Trainers
- Formulates and develops training modules for QA orientation, guidelines and certification
- Administers Quality Assurance training for new and existing employees
Quality Assurance Analyst
ITOUCHPOINT SOFTECH PVT LTD
08.2007 - 09.2008
- Handled special and important accounts
- Responsible in the training of newly-hired QAs and agents
- Audited and monitored inbound calls for Directory Assistance Accounts
- Dramatically enhanced customer-satisfaction ratings by developing existing QA guidelines
- Was in-charge of extensive QA training for newly-hired agents and QA Analyst
Customer Service Associate
ITOUCHPOINT SOFTECH PVT LTD
06.2004 - 08.2007
- Served as Customer Service Associate for Directory Assistance
- Attends to customers’ incoming calls and assists them on their feedback/requests/complaints
- Responds to clients’ requests and facilitates resolution for their complaints
- Provides excellent front-line service over the phone
- Received commendations for outstanding track record of positive customer feedback
- Selected to coach and mentor new and existing customer service representatives
Junior Supervisor
PLDT-PARLANCE
09.2003 - 12.2004
- Served as a mentor and trainer to new and veteran agents
- Provided assistance in training new agents
- Handled escalations from agents
- Worked closely with the operational and tele-services teams
- Utilized relationships to ensure that product implementation schedules are met
- Helped management in generating new ideas for the company
Operations Manager
TWIN PERKS CAFÉ
12.2004 - 08.2004
- Manages the entire Café Operations
New Media Consultant
INQ7.money.com/DFNN Group of Companies
06.2001 - 01.2002
- Handled Sales and Marketing for the website
- Dealt with Top Management of companies
- Worked closely with the editorial team
- Helped management in generating new ideas for the company
Education
Business Administration
Miriam College
Loyola Heights, Metro Manila, Philippines03-2001
Skills
- Written and oral communication
- Strategic thinker
- Exceptional communicator
- Soft skills training
- Training facilitation
- Leadership training
- Training delivery
- COPC trained and certified
- Process evaluations
Timeline
Senior Quality and Training Manager
Concentrix
08.2021 - Current
Quality Site Leader/Senior Manager
Sitel Philippines
03.2020 - 12.2020
Training, Quality Change and Content Senior Manager
Concentrix/IBM
12.2013 - 03.2020
Training and Quality Director
ITOUCHPOINT SOFTECH PVT LTD
05.2011 - 12.2013
Training and Quality Manager
ITOUCHPOINT SOFTECH PVT LTD
01.2009 - 05.2011
Training and Quality Manager-OIC
ITOUCHPOINT SOFTECH PVT LTD
09.2008 - 01.2009
Quality Assurance Analyst
ITOUCHPOINT SOFTECH PVT LTD
08.2007 - 09.2008
Operations Manager
TWIN PERKS CAFÉ
12.2004 - 08.2004
Customer Service Associate
ITOUCHPOINT SOFTECH PVT LTD
06.2004 - 08.2007
Junior Supervisor
PLDT-PARLANCE
09.2003 - 12.2004
New Media Consultant
INQ7.money.com/DFNN Group of Companies
06.2001 - 01.2002
Business Administration
Miriam College
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