Ma Papciel Pirante
Senior Quality Analyst
Quezon City, Metro Manila
Summary
Dynamic leader with a proven track record at Concentrix for enhancing team performance and improving quality assurance processes. Leveraged expertise in Microsoft Office and exceptional communication skills to mentor staff and streamline operations. Achieved significant improvements in productivity and quality, demonstrating a strong ability in team management and problem-solving.
Overview
15
15
years of professional experience
Work History
Senior Quality Analyst
Tech Mahindra
11.2023 - Current
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Collaborated with Product Development teams to establish performance baselines for new products, setting high standards that guided ongoing QA efforts from inception through release.
- Created test cases and automation scripts.
- Collaborated with cross-functional teams to establish quality standards, ensuring alignment with organizational goals and objectives.
Team Leader
Concentrix
04.2020 - 09.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
QA Team POC
Concentrix
02.2018 - 04.2020
- Provide Root Cause analysis on a program and site level identified opportunities
- Prepare Quality Improvement Plans
- Mentored junior QA analysts to develop their skills and contribute more effectively to the team.
- Delivered excellent results under tight deadlines by managing workload distribution among team members effectively.
- Attended delivery meetings/ business reviews
Quality Assurance Specialist
Concentrix
01.2015 - 02.2018
- Call monitoring and provide actionable insights
- Work in partnership with operations leadership
- Coaching outlier agents
Nesting TL OIC
Concentrix
07.2013 - 01.2015
- Oversee customer service agents and assist in improving performance
- Directly monitoring and coaching all assigned agents
Tech Support Agent
Concentrix
06.2010 - 07.2013
- Handled inbound calls identifying the main issue to solve the problem and providing step by step instructions
Education
Bachelor of Science - Political Science
Polytechnic University of The Philippines
Santa Mesa, Metro Manila, Philippines 04.2001 -
Skills
Friendly, positive attitude
Timeline
Senior Quality Analyst
Tech Mahindra
11.2023 - Current
Team Leader
Concentrix
04.2020 - 09.2023
QA Team POC
Concentrix
02.2018 - 04.2020
Quality Assurance Specialist
Concentrix
01.2015 - 02.2018
Nesting TL OIC
Concentrix
07.2013 - 01.2015
Tech Support Agent
Concentrix
06.2010 - 07.2013
Bachelor of Science - Political Science
Polytechnic University of The Philippines
04.2001 -
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