Maria Imee Ogues
Quality Manager
Caloocan City
Summary
Quality Manager with 9 years of documented quality control success. Develops specific and measurable goals, improvements, and standards to continuously and consistently improve quality and reduce and eliminate errors. Successfully audits and maintains product accuracy and timely delivery resulting in customer satisfaction. Initiates quality-related SOP training and enforces procedural adherence.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
Work History
Quality Manager
Majorel
Quezon City
01.2016 - Current
- Supported global alignment across 3 sites (Kuala Lumpur, Clark and Eastwood) internal and external stakeholders through proactive communication and facilitation of cross-functional projects.
- Lead and facilitated innovative quality initiatives by developing a deep understanding of key business drivers and maximizing value from vendor partners.
- Executed a qualitative and quantitative strategy for improving overall quality performance, mitigated operational risk, and proactively identifying trends.
- Managed relationships with key vendor quality POC’s to ensure quality standards and contractual obligations are being met.
- Leveraged metrics, analytics, and statistics (sampling, confidence intervals, margin of error) to make informed decisions and to create robust analyses.
- Collaborated with vendor managers to identify opportunities to optimize QA costs.
- Drove projects across cross-functional partners relating to benchmarking quality, identifying thematic gaps and areas of improvement, introducing industry best practices and improving existing processes.
- Supervised work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
- Maintained accurate metrics of direct reports individual performance as well as overall team level performance.
- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans.
- Oversee audits of key support processes within each account and recommends changes.
Quality Coach
Arvato Bertlesmann
Quezon City
06.2014 - 01.2016
- Applied coaching techniques and tools to support advocates in improving performance
- Educated employees on specific QA standards and confirmed maintenance of standards
- Fixed identified issues to improve workflows
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
CSR III
NCO
Quezon
04.2010 - 06.2011
- Email/Chat Support for Windows Live Hotmail and Bing
- Work with legitimate senders in order to identify and resolve issues affecting delivery of email messages to Windows Live Hotmail account holders
- Troubleshoot issues regarding Bing products (Bing Maps, Bing Search, Toolbar, Bing Business Portal, and Bing for iPad)
Education
Bachelor of Science - Computer Engineering
AMA Computer University
Quezon City 01.2001 - 12.2005
High School Diploma -
St Anthony Nova School
Caloocan City 06.1996 - 03.2000
Skills
Natural communicator
Collaboration
Strong active listening skills
Customer Experience
Adaptability
Consultative
Empowered
Analytical Capabilities
Communication Skill
Problem-solving Abilities
Team Player
Attention to Detail
Operational Improvement
Quality processes
Employee training
Timeline
Quality Manager
Majorel
01.2016 - Current
Quality Coach
Arvato Bertlesmann
06.2014 - 01.2016
CSR III
NCO
04.2010 - 06.2011
Bachelor of Science - Computer Engineering
AMA Computer University
01.2001 - 12.2005
High School Diploma -
St Anthony Nova School
06.1996 - 03.2000