Jonellie "Nellie" Almalvez

As a Non-Voice Quality Assurance Specialist, I am responsible for evaluating and ensuring the quality of internal processes, documentation, and communication across various back-office operations. I work closely with teams to review data accuracy, streamline workflows, and ensure compliance with company standards and industry regulations.

Key Responsibilities:

• Conducted thorough audits of internal documentation, data entry, and back-office processes to ensure accuracy and compliance with company policies.
• Identified discrepancies and inefficiencies within back-office workflows, providing actionable insights to improve operational efficiency.
• Collaborated with cross-functional teams to refine quality assurance procedures and ensure consistent adherence to operational standards.
• Generated detailed reports for clients, summarizing quality assessments, performance metrics, and identifying areas for operational improvements.

• Ensured timely completion of projects, prioritizing tasks based on deadlines and importance.
• Improved Back Office efficiency by streamlining workflow processes and implementing new software tools.
• Reduced processing errors with thorough attention to detail and adherence to established protocols.
• Maintained a high level of confidentiality, safeguarding sensitive information pertaining to company operations and client transactions.