MA-AN MARCOS

• Responsible for overseeing Training, Quality, Business Insights, Process and Workforce Management, ensuring alignment of all support functions to meet business objectives and client needs.
• Contributes to the strategic planning and execution of related initiatives, maintaining continuous communication and alignment with all stakeholders.
• Identifies and addresses program challenges and opportunities through comprehensive needs analysis.
• Designed training programs to build employee competencies in key areas related to shared services delivery. *Competency-based curriculum for NH; **Leadership Development Courses
• Ensured regulatory compliance by establishing robust internal controls and audit procedures. *Audit controls and process reviews
• Led change management initiatives to drive organizational transformation. *Hybrid working model improving retention and performance; **Expert affinity routing to increase productivity
• Optimized workforce planning, reducing employee turnover while maintaining high levels of productivity.
• Introduced solutions that streamlined workflows and increased overall productivity levels. *Employee profiling, accelerated training and OJT transition leading to shorter throughput.
• Leveraged data and analytics to make informed decisions and drive business improvements. *Outlier management
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Streamlined and monitored quality programs to ensure compliance with client and internal standards. *Call Handling Violation reporting and call out

• Supervised the scheduling and delivery of training programs, facilitated induction for new hires and assist Operations in creating effective development plans for the staff.
• Streamlined onboarding process for new hires, reducing time to proficiency and increasing employee satisfaction. *Member of client VTeam for Agent University.
• Established a culture of continuous learning by promoting self-directed education opportunities for employees at all levels of the organization. *Gamified self-learning model (Genos);
• Conducted regular audits of training materials to eliminate redundancy and maintain an up-to-date and effective learning library.
• Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.
• Successfully transitioned company-wide training initiatives from in-person to virtual formats during the COVID-19 pandemic, maintaining high engagement levels among participants.
• Developed specialized curriculum for targeted skill improvement, resulting in higher productivity levels. *Cross-cultural training.
• Designed an assessment system used to evaluate instructors and automate performance reporting.

Hired as Training and Quality Coordinator, promoted to Lead after 3 months.

• Conducted daily inspections and audits to identify call handling defects and compliance to process standards.
• Conduct team huddles to redirect opportunity areas, implement corrective action plans and work closely with relevant departments.
• Educated employees on specific QA standards and confirmed maintenance of standards.

• Created a comprehensive Quality Assurance and Training framework, ensuring effective training programs and high-quality sales transactions.
• Collaborated with onshore sales team to develop customized training solutions that with various customer profiles.
• Created quality controls to ensure compliance with laws and regulations and prevent fraud.
• Created comprehensive training modules on sales strategies to enhance employee skills leading to improved sale quality and customer satisfaction.
• Fostered culture of continuous learning, keeping up-to-date with industry trends and emerging best practices in talent development, maintaining a competitive edge in staff capabilities. *Sales huddles
• Contributed to business growth through strategic planning, presentations and account acquisition.
• Increased effectiveness of sales training, resulting in noticeable quality of pre-sales and lead generation transactions.

• Quality Assurance, assess and enhance the QA program, conduct compliance audits, standardize call evaluations, and develop SOPs. *QA Guidebook
• Staff Management, oversee employee performance and address workplace issues.
• Vendor Management, lead Quality Operations Reviews and report on project metrics
• Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
• Conducted root cause analyses on recurring defects leading to long-lasting solutions and increased customer satisfaction. *VQ Listening Sessions
• Reduced customer complaints by addressing root causes of quality issues and driving continuous improvement initiatives. *Market Training
• Conducted thorough audits of production processes to identify potential risks and implement corrective measures proactively.
• Implemented new quality assurance and customer service standards.