Mark Louis Rueda
QA Specialist
Taguig City,Metro Manila
Summary
Determined QA Specialist with dedication to quality and accuracy. Familiar with handling multiple LOBs in highly competitive environments. Analyzes, reviews and audits sales to increase consistency of clean calls, minimize opportunities and help in generating revenue for the business. Supports newly hired agents get enough knowledge to be endorsed to regular teams. Solid interpersonal and collaboration skills.
Overview
1
1
Language
1
1
Certification
4
4
years of post-secondary education
14
14
years of professional experience
Work History
QA Specialist
Inspiro Relia
Makati City, Metro Manila
06.2010 - Current
- Perform various QA audits, as a team and individually, to ensure agents are compliant to the Direct Sales Call Experience Expectations.
- Assisting in developing, performing, and reporting on QA audits
- Providing updates to the synergy partners through constant communication and reports.
- Handles academy bay and transition bay agents before endorsing to regular teams to ensure they are properly guided and educated with the right sales process.
- Undergoing business analytics training to gain more insight and drive business planning.
Outbound Sales Associate
eTelecare
Makati City, Metro Manila
10.2007 - 06.2010
- Contacted customers to get additional service for them to maximize and the services being offered to existing customers.
- Handled regular customer accounts and B2B accounts and sold new lines of service.
Education
Associate of Science - BS Psychology
University of Makati
Makati City 06.2003 - 03.2007
Skills
Oral and written communication skills
Accomplishments
Outstanding Quality Assurance Specialist of the Year (International) 2020
Certification
Six Sigma - Yellow Belt
Timeline
QA Specialist
Inspiro Relia
06.2010 - Current
Outbound Sales Associate
eTelecare
10.2007 - 06.2010
Associate of Science - BS Psychology
University of Makati
06.2003 - 03.2007
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