Jorediel Torralba
Cebu City,Philippines
Summary
QA Supervisor with expertise in managing multiple lines of business, achieving an overall Excel proficiency rating of 8. Developed QA dashboards to enhance support groups' performance by identifying key coaching behaviors for agents. Certified TICO professional with a strong focus on quality assurance and team development.
Overview
12
12
years of professional experience
Work History
Supervisor, Training & Quality
Concentrix
Cebu City, Philippines
08.2024 - Current
- Conducted regular performance reviews, providing constructive feedback to promote employee development.
- Supervised team of 15, delegating tasks and monitoring performance to meet project deadlines.
- Prepared detailed reports on team performance, productivity, and sales for senior management.
- Organised staff meetings to discuss targets, celebrate achievements, and address concerns.
- Analysed performance reports to improve manufacturing department strategy.
Quality Assurance Supervisor
Teleperformance Philippines
05.2021 - 08.2026
- Monitored testing processes and user acceptance testing to ensure quality standards are met.
- Analyzed quality metrics data to identify trends and opportunities for improvement, facilitating targeted action plans based on findings.
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
Quality Assurance Analyst
Teleperformance Philippines
01.2020 - 04.2021
- Streamlined QA processes, reducing time spent on redundant tasks and improving overall efficiency.
- Resolved issues to improve workflow efficiency and support project timelines. to improve workflows.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored team members on QA topics, enhancing their skills and knowledge.
Customer Service Representative
Teleperformance Philippines
09.2014 - 12.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Listened to customers, resolved concerns promptly, and escalated critical issues to supervisor for further action.
- Investigated customer issues to identify root causes and implement effective resolutions for product or service complaints.
- Addressed customer inquiries and suggestions to enhance satisfaction and service experience.
Education
Bachelor Of Science - Information Technology
STI-Cebu
06-2006
Skills
- Performance reporting
- Quality control
- Performance evaluation
- Data interpretation
- Root cause analysis
- Adaptability and flexibility
Timeline
Supervisor, Training & Quality
Concentrix
08.2024 - Current
Quality Assurance Supervisor
Teleperformance Philippines
05.2021 - 08.2026
Quality Assurance Analyst
Teleperformance Philippines
01.2020 - 04.2021
Customer Service Representative
Teleperformance Philippines
09.2014 - 12.2019
Bachelor Of Science - Information Technology
STI-Cebu