Ma.Nathalia Valencia
Quality Analyst - Lead
Quezon City, Metro Manila
Summary
Experienced with quality management practices to maintain and improve standards. Utilizes team leadership and process optimization to drive quality initiatives. Knowledge of problem-solving techniques and critical thinking to enhance operational performance. Known for strong focus on team collaboration and achieving results, adaptable to changing needs.
Overview
8
8
years of professional experience
Work History
Quality Lead - Project Home CS QA Team
TDCX Phils.
11.2023 - Current
- Project Home
- Developed comprehensive audit plans and conducted internal audits to identify gaps for NPS and ERC Metrics
- Led the team in facilitating the case review sessions, audits and performance monitoring for weekly and monthly insights and performance review
- Manages the Quality Attainment Scores (Accuracy, Dispute and Calibration)
- Developed quality policies, procedures, and work instructions tailored to the specific needs of the organization
- Participate in client reviews, confidently manage relationships, and suggest policy or process improvements based on client needs and feedback
- Evaluate the effectiveness of the training programs, provide recommendations, and develop interventions for improvement
- Review established work procedures (workflow) with the aim to improve service to the customer and clients
- Constantly update the team on existing products, services, and operational procedures by ensuring that team members are fully briefed on new information within the agreed time frame to effectively carry out their role through team meetings and calibration
- Foster team discipline, communication, and morale to strengthen teamwork within the team
- Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products through weekly syncs
- Analyze data and generate actionable reports to provide insights and track key performance metrics
- Conduct performance reviews with individual team members through coaching to continually improve the team and service to customers
Quality Officer- Project Home CS QA Team
TDCX Phils.
02.2020 - 10.2023
- Project Home
- Compiles daily, weekly and monthly monitoring reports
- Enhanced customer satisfaction by addressing and resolving quality-related issues in a timely manner
- Conduct coaching sessions to trainees for development
- Facilitate talks, refresher programs for employees
- Analyze “Voice of the customer” (VOC) and behavioral information to understand customer satisfiers and dissatisfiers
- Conduct root-cause analysis to identify the underlying factors affecting customer experience. Use data and feedback to pinpoint areas for improvement and propose
- Implement initiatives or programs to instill and encourage positive cultural changes to customer experience
- Conducts Audit the auditor, facilitates calibrations and process evaluation Appeals
- Partners with the internal and external stakeholders to deliver feedback regarding the customer interaction, including opportunities for improvement
- Acts as a resource and advisor to the training department as needed, through identifying trends, gaps and additional needs, through performing various forms of interaction monitoring
Customer Experience Specialist
TDCX Phils.
05.2018 - 01.2020
- Project Home - Resolutions, CXL, Legacy Trip, Non Trip
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Customer Service Representative
TaskUs
09.2017 - 05.2018
- Project: Atom Tickets
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Responded to customer requests for products, services, and company information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
Education
Bachelor of Science - Chemistry
De La Salle University
01.2016
Skills
- Team Leadership - manages and mentors a team of QAs
- Collaboration - closely working with other support teams and Operations
- Process Improvement and Management - drives improvement and overseeing the initiatives and its results
- Reporting & Metrics - Define and track key metrics to create reports and present to project managers and stakeholders
Timeline
Quality Lead - Project Home CS QA Team
TDCX Phils.
11.2023 - Current
Quality Officer- Project Home CS QA Team
TDCX Phils.
02.2020 - 10.2023
Customer Experience Specialist
TDCX Phils.
05.2018 - 01.2020
Customer Service Representative
TaskUs
09.2017 - 05.2018
Bachelor of Science - Chemistry
De La Salle University