Jenniffer Aguila
Quality And Compliance Deputy Manager
Bacoor, Province of Cavite
Summary
Highly skilled and detail-oriented Quality and Compliance Manager with 17 years of experience in the BPO industry. Proven track record of implementing and enhancing quality and compliance programs to ensure operational excellence and adherence to regulatory requirements. Seeking an opportunity to leverage expertise in driving process improvements and delivering exceptional customer experiences.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Quality and Compliance Deputy Manager
WNS Global Services Inc.
07.2017 - Current
- Develop, implement, and manage the company's quality and compliance programs to meet regulatory requirements and deliver exceptional customer experiences.
- Conduct regular compliance audits to identify gaps, implement corrective actions, and ensure ongoing adherence to relevant laws, regulations, and industry standards.
- Collaborate with cross-functional teams to design and implement process improvements, resulting in increased productivity, efficiency, and customer satisfaction.
- Analyze compliance data, generate reports, and present findings to senior leadership, providing insights for decision-making and strategic planning.
- Lead and coach a team of Quality and Compliance professionals, providing guidance, mentoring, and fostering a culture of continuous improvement.
- Develop and deliver comprehensive compliance training programs to educate employees on regulatory requirements, policies, and procedures.
- Proactively stay up-to-date with industry trends and changes in regulatory landscape to ensure timely implementation of necessary adjustments to compliance programs.
Associate Manager for Training and Quality
Accenture
10.2022 - 01.2023
- Develop and implement training programs for skills development and high quality across performance across teams.
- Design and deliver training sessions, including new hire training, product specific training and soft skills training.
- Analyze performance data and identify areas of improvements, implement corrective actions to enhance Productivity and Quality.
- Collaborate with other departments to align training and quality initiatives with overall business goals.
- Streamline processes and implement automation tools to improve operational efficiency.
- Mentored and supported 10 Clinical and Non-clinical trainers and Quality Analysts to create strong workplace culture.
Assistant Manager for Quality
EXL Service Inc
10.2010 - 07.2017
- Manage and supervise Quality Assurance team, ensuring outstanding compliance, quality and regulatory performance of multiple process domains including Worker’s Compensation Utilization Review, Nurse Case Management, Provider Inquiry, and Medical Review and Coding teams.
- Identify and rectify non-conformance issues through root cause analysis and other QA techniques and methodologies.
- Conduct regular QA training sessions, coaching and performance feedback to team members.
Quality Analyst
EXL Service Inc
07.2009 - 10.2010
- Conduct Quality audits for Medical review teams and ensure error-free processing of data, accurate inpatient,outpatient and medical provider payments and denials in compliance with regulations.
- Delivered audit reports and worked with Training and Operations teams to implement solutions aimed at meeting and exceeding client quality expectations.
- Send regular quality reports and conduct RCA to address performance issues and process gaps.
Education
Bachelor of Science - Nursing
Pamantasan Ng Lungsod Ng Maynila
Manila, Metro Manila, Philippines 06.2002 - 04.2006
Skills
References
Available upon request
Timeline
Associate Manager for Training and Quality
Accenture
10.2022 - 01.2023
Quality and Compliance Deputy Manager
WNS Global Services Inc.
07.2017 - Current
Assistant Manager for Quality
EXL Service Inc
10.2010 - 07.2017
Quality Analyst
EXL Service Inc
07.2009 - 10.2010
Bachelor of Science - Nursing
Pamantasan Ng Lungsod Ng Maynila
06.2002 - 04.2006
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