Summary
Overview
Work History
Education
Skills
Family
Timeline
Generic
Maria Jessa C. Mendoza

Maria Jessa C. Mendoza

Training And Quality Assurance Manager
Batangas, Province Of Batangas

Summary

With over 18 years of experience in the Business Process Outsourcing (BPO) industry, including more than 15 years in leadership capacities, I am confident that my extensive experience and proven abilities align strongly with the requirements of a demanding leadership role.


Throughout my career, I have consistently taken on increasing levels of responsibility, demonstrating key competencies essential for effective management. My experience includes developing and delivering strategic plans to fit overall business direction. A significant aspect of my leadership experience involves overseeing full operational coverage, from client and stakeholder management to compliance.


My career history showcases a consistent ability to identify needs, develop plans, and implement solutions across various business functions.

Overview

19
19
years of professional experience

Work History

Training and Quality Assurance Manager

Ylopo LLC
Remote
05.2021 - Current
  • Manage the training and quality functions for multiple client areas
  • Plan the development, design and timely implementation of training programs/curriculum and improvement initiatives
  • Oversee the management and efficient scheduling of training resources
  • Identify and assess training needs of the process, generate and execute plan for training and quality interventions and initiatives
  • Design, implement and monitor Quality assurance formats and standards
  • Meet all client agreed upon KPIs and performance parameters
  • Provide feedback to section managers on training/coaching requirement for all employees
  • Collaborated with leadership to identify training needs and create strategic plans to address skill gaps and enhance workforce capabilities.
  • Identifies training and QA need, develops the product module and Recruitment Plans
  • SOP and process creator
  • Defines and outlines Quality guidelines and scorecard
  • Assesses, Monitors and spearheads alignment sessions to improve overall scores and satisfaction
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Recorded, analyzed, and distributed statistical information.
  • Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
  • Conducted risk assessments to identify and mitigate potential quality issues.
  • Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
  • Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
  • Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
  • Enhanced product quality by implementing comprehensive QA processes and procedures.
  • Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
  • Championed continuous improvement initiatives, consistently seeking ways to optimize operations for better results.

Director - Human Resources, TQAD

Holiday Factory
07.2016 - 04.2021
  • Main POC for stakeholder and client management
  • Identifies hiring need, develops the position description, Recruitment Plan, organizational chart and other recruitment related documents
  • May serve as Search Committee Chair and identifies Search Committee members
  • Conducts recruitments showing good faith efforts to broaden diversity
  • Ensures understanding of collective bargaining agreements’ specific provisions with respect to filling of bargaining unit positions
  • Preparing or updating employment records related to hiring, transferring, promoting, and terminating
  • Explaining human resources policies, procedures, laws, and standards to new and existing employees
  • Ensuring new hire paperwork is completed and processed
  • Informing job applicants of job duties, responsibilities, benefits, schedules, working conditions, promotion opportunities, etc.
  • Addressing any employment relations issues, such as work complaints and harassment allegations
  • Processing all personnel action forms and ensuring proper approval
  • Overseeing hiring process, which includes coordinating job posts, reviewing resumes, and performing reference check
  • Directed hiring and onboarding programs for new employees.
  • Educated employees on company policy and kept employee handbook current.
  • Coordinated work activities for HR managers, specialists, and recruiting agents.
  • Provided updates on HR policy changes to employees to satisfy compliance and state laws.
  • Managed other HR staff and oversaw completion of tasks and initiatives.
  • Created an agile working environment, enabling rapid response to changing business needs without sacrificing quality or performance standards.
  • Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
  • Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
  • Navigated complex regulatory environments to ensure compliance with local laws, standards, and regulations relevant to the business domain.
  • Championed continuous improvement initiatives to drive operational excellence within the organization.
  • Grew talent pool by actively recruiting top-tier candidates from diverse backgrounds while implementing robust training programs for skill development across all levels of staff members.
  • Drove strategic improvements to enhance operational and organizational efficiencies.
  • Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
  • Streamlined operations for increased efficiency with process improvements and automation.
  • Revamped operational plans to refocus staff and align processes with business objectives.
  • Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.
  • Enhanced internal communication channels, resulting in improved information flow and decision-making processes.
  • Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
  • Performed continuous evaluations of business facility, teams and policies to keep operations efficient and consistent.
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
  • Reduced employee turnover rates by creating a positive work environment with clear expectations and support systems in place.
  • Led development of business operation processes and policies.
  • Led cross-functional teams to successfully launch new products, meeting deadlines and budgets.
  • Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
  • Increased employee satisfaction, providing regular coaching and feedback sessions.
  • Achieved departmental goals by developing and implementing strategic plans and initiatives.
  • Implemented cost-saving measures through effective resource allocation and budget management.
  • Met with department supervisors and provided staff support to attain organizational goals.
  • Facilitated seamless business transitions during mergers or acquisitions, ensuring minimal disruption to ongoing operations while integrating teams effectively.

Operations Manager (Sales) Program Head

TechMahindra Philippines
02.2015 - 07.2016
  • Mainly responsible to attain program KPI targets (daily, weekly, monthly)
  • Main POC for stakeholder and client management
  • Assist the Site Lead in overseeing a multi-level workforce and in leading its overall operations while maintaining client relationships and meeting, if not exceeding, client expectations
  • Co-proponent in the revenue delivery, ensures target margins are met.
  • Coaching mentoring and highlight adjustments on the leadership team
  • Capability to define and understand product highlights and services offered by the company and able to provide recommendations on support, planning and implementation of the business
  • Synergize with other departments namely, Human Resources (HR), Training and Quality Assurance (TQA), Finance and Administration, and Information Technology (IT) to ensure success
  • Provide over-all functional and administrative leadership in the absence of the Site Lead

Program Manager

Information and Communications Technology Academy (iACADEMY)
05.2014 - 11.2014
  • Ensure optimal management and utilization of human, physical and financial resources allocated to assigned projects
  • Monitor progress of projects to ensure that milestones and performance indicators are met
  • Direct and coordinate the development of strategies to evaluate the effectiveness of implemented project outcomes and provide advice on remedial action
  • Develop resource plans and coordinate all internal and external resources assigned to the project delivery effort for assigned projects
  • Investigate and negotiate change proposals with relevant stakeholders
  • Undertake post implementation reviews and reporting

Team Manager- Operations Technical Support

iOPEX Technologies Inc.
10.2012 - 03.2014
  • Assist the Senior Manager in overseeing a multi-level workforce and in leading its overall operations while maintaining client relationships and meeting, if not exceeding, client expectations
  • Coaching mentoring and highlight adjustments on the leadership team
  • Capability to define and understand product highlights and services offered by the company and able to provide recommendations on support, planning and implementation of the business
  • Synergize with other departments namely, Human Resources (HR), Training and Quality Assurance (TQA), Finance and Administration, and Information Technology (IT) to ensure success
  • Provide over-all functional and administrative leadership in the absence of the Senior Managers
  • Motivate employees in general; understand training and development plans for subordinates to be efficient and effective leaders by being accountable for their progress

Service Delivery Manager - Smart Communications Phil. (Technical Support/Customer Service/Sales)

Smart Communications (iPLUS Intelligent Network)
02.2011 - 09.2012
  • Meet and exceed all service levels through effective planning, forecasting, implementation
  • Synergize with other departments namely, Human Resources (HR), Training and Quality Assurance (TQA), Finance and Administration, and Information Technology (IT) to ensure success
  • Provide over-all functional and administrative leadership in the absence of the Program Director

Team Leader - Telstra (Technical Support/Customer Service Account)

Teletech Holdings Inc.
02.2009 - 07.2011
  • Meet and exceed all service levels through effective planning, forecasting, implementation
  • Motivate employees in general; understand training and development plans for subordinates to be efficient and effective leaders by being accountable for their progress
  • Direct and support customers towards the full resolution of each issues On the side sales of hardware and add-on including premium service and extended warranty
  • Assist the Service Delivery Manager in delivering the metrics in compliance to the Client contract

SME (Subject Matter Expert) - Hewlett Packard (Technical Support Account)

Hewlett Packard
12.2008 - 04.2009
  • Direct and support customers/agents towards the full resolution of each issues On the side sales of hardware and add-on including premium service and extended warranty

Level 2 Technical Support Representative- Hewlett Packard (Technical Support Account)

Hewlett Packard
09.2008 - 12.2008
  • Direct and support customers towards the full resolution of each issues On the side sales of hardware and addon including premium service and extended warranty

Level 2 Technical Support Representative- Verizon Internet- (Technical Account)

Advanced Contact Solutions Inc.
06.2007 - 09.2008
  • Manage Direct and support customers towards the full resolution of each issues

Property Consultant

Crown Communities Batangas
11.2006 - 06.2007
  • Maintain, track and record document, schedules, supplies and other operational logistics.
  • Prepare Requests for Cash Advance (RCA) and Liquidations for training and coordinate with Finance for timely processing.
  • Prepare training rooms according to guidelines by coordinating with other departments to ensure correct table configurations, placement of materials, and audio-visual equipment.
  • Maintain and distribute materials for training programs and other services.
  • Act as the liaison officer in the Operations Department for basic administrative transactions.

Customer Service Associate (Outbound)

Global Call International
06.2006 - 11.2006
  • Perform exceptional customer satisfaction at all times by calling clients for sales.
  • Sell the account’s products and services as convincingly and as expensive as possible.
  • Perform and provide sales by placing the orders of the customer and up selling.
  • Verify and audit the sold items based on the orders made by the customers if necessary.

Education

Primary School -

Laguna Resettlement Community School
San Pedro, Laguna

Secondary School - undefined

San Pedro Relocation Center National High School

Tertiary - undefined

Pamantasan ng Lungsod ng Muntinlupa

Skills

  • Workforce planning expertise

  • Workforce planning analysis

  • Client relationship management

  • Stakeholder relationship management

  • Compliance program administration

  • Performance improvement strategies

  • Data-driven operations assessment

  • Effective task management

  • Process optimization

  • Quality management expertise

  • Employee development

  • Effective goal management

  • Audit management

  • Risk assessment and management

  • Statistical analysis

  • Data-driven performance metrics

  • Operational systems assessment

  • Quality assurance experience

  • Problem-solving abilities

  • Critical thinking

  • Time management abilities

  • Analytical thinking

  • Strong organizational skills

Family

Mario Mendoza Sr., Aquilina Castañeda Mendoza, Youngest of the 3 siblings

Timeline

Training and Quality Assurance Manager

Ylopo LLC
05.2021 - Current

Director - Human Resources, TQAD

Holiday Factory
07.2016 - 04.2021

Operations Manager (Sales) Program Head

TechMahindra Philippines
02.2015 - 07.2016

Program Manager

Information and Communications Technology Academy (iACADEMY)
05.2014 - 11.2014

Team Manager- Operations Technical Support

iOPEX Technologies Inc.
10.2012 - 03.2014

Service Delivery Manager - Smart Communications Phil. (Technical Support/Customer Service/Sales)

Smart Communications (iPLUS Intelligent Network)
02.2011 - 09.2012

Team Leader - Telstra (Technical Support/Customer Service Account)

Teletech Holdings Inc.
02.2009 - 07.2011

SME (Subject Matter Expert) - Hewlett Packard (Technical Support Account)

Hewlett Packard
12.2008 - 04.2009

Level 2 Technical Support Representative- Hewlett Packard (Technical Support Account)

Hewlett Packard
09.2008 - 12.2008

Level 2 Technical Support Representative- Verizon Internet- (Technical Account)

Advanced Contact Solutions Inc.
06.2007 - 09.2008

Property Consultant

Crown Communities Batangas
11.2006 - 06.2007

Customer Service Associate (Outbound)

Global Call International
06.2006 - 11.2006

Secondary School - undefined

San Pedro Relocation Center National High School

Tertiary - undefined

Pamantasan ng Lungsod ng Muntinlupa

Primary School -

Laguna Resettlement Community School

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Maria Jessa C. MendozaTraining And Quality Assurance Manager