John Paulo Mulawin
Pasig City
Summary
Quality Analyst with a track record of driving process improvements and implementing quality metrics that enhance accuracy and efficiency. Skilled in root cause analysis and managing end-to-end order and billing operations, consistently delivering timely, error-free results that improve customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Infosys BPM
03.2023 - 05.2025
- Conduct detailed statistical analysis to identify trends, issues, and areas for improvement in product and process quality.
- Perform regular quality assurance audits to ensure adherence to established standards and regulatory compliance. Like monthly, weekly, error trends, etc. reports.
- Communicate quantitative and qualitative findings from test results to the Quality team.
- Preparing QA decks, conducting Triad, Training sessions including (Knowledge call, One-on-one coaching, and Calibration).
- Collaborated with cross-functional teams to identify defects and enhance product quality.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Financial Analyst
Infosys BPM
11.2020 - 03.2023
- Develop and generate regular reports on billing procedures, policies, and practices to improve efficiency and accuracy.
- Issuing and sending the correct information for the invoices to the customer and handling customer service inquiries through email and support center cases.
- Preparing reports and meeting billing deadlines.
- Conducted Root Cause Analysis to resolve customer billing discrepancies and disputes by managing support center cases in Salesforce (SFDC).
Order Manager
Infosys BPM
11.2017 - 12.2020
- Managed the complete order lifecycle, from order entry to circuit activation, ensuring accuracy and timely delivery.
- Processed orders received from the Gatekeeper and assigned to the Front-End team for entry.
- Performed order entry, validating all details before submission; if information was missing, communicated with clients via Support Center Cases (SFDC) to request and verify details.
- Oversaw back-end validation, ensuring orders were correct, compliant, and ready for technician scheduling.
- Coordinated with clients and technicians on milestone dates to resolve issues and prevent order delays.
- Tracked orders through to full circuit installation and activation, ensuring smooth delivery and customer satisfaction.
- Maintained proactive communication throughout the process to ensure high-quality service and on-time activation.
Loan Processor
PSBank
07.2017 - 10.2017
- Preparing, reviewing, and submitting loan applications for various products, including credit cards, loans, and mortgages.
- Identifies any discrepancies or issues in the documentation and takes appropriate action.
- Ensures compliance with bank policies and procedures.
Education
Bachelor of Science - Mathematics Major in Computer Science
Bulacan State University
Malolos, Province Of Bulacan, Philippines06-2017
Skills
- Communication
- Problem-solving
- Attention to detail
- Time management
- Organizational skills
- Created and revised procedures, checklist and job aids that resulted in process consistency and reduced error disputes
- Strong understanding of accounting principles, financial reporting, and auditing
- Basic knowledge in programming (Visual Basic Net and C)
Certification
- CS100 Customer Service A Way of Life
- BPO Design Thinking
- Continuous Improvement & Cultural Intelligence
- SF Telecom Industry T100 Training
Timeline
Quality Assurance Analyst
Infosys BPM
03.2023 - 05.2025
Financial Analyst
Infosys BPM
11.2020 - 03.2023
Order Manager
Infosys BPM
11.2017 - 12.2020
Loan Processor
PSBank
07.2017 - 10.2017
Bachelor of Science - Mathematics Major in Computer Science
Bulacan State University
References
Joey, Sta. Ana, Operation Manager, joey_staana@infosys.com, +63 995 436 6668, Infosys BPM
Vincent Paul Caguitla, Operation Manager, vincent_caguitla@infosys.com, +63 917 881 7482, Infosys BPM