Summary
Overview
Work History
Education
Timeline
Generic
Leisa Jane Agunod

Leisa Jane Agunod

Assistant Quality Assurance Manager
Mandaue City,Cebu

Summary

Offering strong problem-solving abilities and keen eye for detail, well-suited for career in quality assurance. Brings understanding of quality control principles and ability to learn and adapt quickly in fast-paced environment. Ready to use and develop analytical thinking and communication skills in a managerial role.

Overview

14
14
years of professional experience

Work History

Assistant Quality Assurance Manager

Teleperformance Philippines
06.2023 - Current
  • Handled 4/8 financial lines of business namely Apply By Phone, Claims, Inventory Management and Merchant Disputes.
  • Identified root causes of recurring issues through detailed analysis, working closely with relevant teams to implement corrective actions swiftly.
  • Collaborated with cross-functional teams for seamless implementation of new processes, fostering a culture of continuous improvement.
  • Analyzed data from various sources to track trends in performance, informing future process enhancements.
  • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.

Quality Assurance Supervisor

Teleperformance Philippines
05.2019 - 06.2023
  • Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
  • Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
  • Achieved consistent compliance with industry regulations by conducting thorough audits and ensuring adherence to standards.
  • Analyzed data from quality metrics to identify trends and opportunities for improvement, driving targeted action plans based on findings.
  • Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.

Quality Assurance Analyst

Teleperformance Philippines
04.2013 - 05.2019
  • Acted as a liaison between the QA team and other departments such as Training and Operations ensuring effective communication throughout all stages of the project lifecycle.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Peer Communication Coach & Trainer

Teleperformance Philippines
09.2010 - 04.2013
  • Evaluated participant performance through assessments, identifying areas of growth and providing constructive feedback.
  • Designed and delivered interactive training sessions to enhance communication capabilities.
  • Supported trainers in facilitating engaging workshops, improving overall participant satisfaction levels.

Education

Bachelor of Arts - Journalism And Mass Communication

University of San Jose - Recoletos
04.2001 -

Timeline

Assistant Quality Assurance Manager

Teleperformance Philippines
06.2023 - Current

Quality Assurance Supervisor

Teleperformance Philippines
05.2019 - 06.2023

Quality Assurance Analyst

Teleperformance Philippines
04.2013 - 05.2019

Peer Communication Coach & Trainer

Teleperformance Philippines
09.2010 - 04.2013

Bachelor of Arts - Journalism And Mass Communication

University of San Jose - Recoletos
04.2001 -

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Leisa Jane AgunodAssistant Quality Assurance Manager