Paul Lyric Solamo
Mabalacat
Summary
Detail-Oriented Quality Assurance Associate Manager proficient in QA operations, policies and procedures. Experience hiring and developing individual team members. Committed to thoroughly assessing call quality to achieve excellent results and customer satisfaction.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Quality Assurance Supervisor
LEI Transfers
12.2023 - 05.2024
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
- Analyzed data from quality metrics to identify trends and opportunities for improvement, driving targeted action plans based on findings.
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements
Sr. Reports Analysts
C2H Inc.
11.2022 - 12.2023
- Managed guidelines for calculations for metrics and analysis.
- Assisted risk analyst with sorting data.
- Produced quality reports formatted in compliance with data quality standards.
- Prepared monthly ad hoc reporting in alignment with client needs.
Associate QA Manager
411 BPO
01.2022 - 08.2022
- Monitored staff organization and suggested improvements to daily functionality.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Established and tracked quality department goals and objectives.
- Determined quality department standards, practices, and procedures.
- Applied coaching techniques and tools to support the team members in improving performance.
Quality Assurance Team Lead
411 BPO
08.2019 - 12.2021
- Working with leaders to ensure that the quality metrics are met, reviewed, and agreed upon
- Developing processes and procedures for the new plan and several phases of the testing cycle
- Ensuring all tasks meet quality criteria through evaluations, audits, and calibrations.
Training Specialist
411 BPO
08.2018 - 08.2019
- Facilitate Training for New Hired Employees
- Creating Training Materials and Training Curriculum.
Quality Assurance Analyst
411 BPO
02.2016 - 08.2018
- Identify and report behaviors that are detrimental to the customer and the company
- Provide suggestions and recommendations that help improve the department
- Discuss guidelines and facilitate Mock Calls to New Hired Employees.
Pharmacy Help Desk
Optum Global Solutions
10.2014 - 01.2016
- Check memberʼs pharmacy benefit and assists the pharmacist in processing early refill for the members.
Technical Support Specialist
Sutherland Global Services
02.2014 - 08.2014
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
Delivery Specialist
Sitel Philippines Corporation
06.2012 - 12.2013
- Schedule deliveries and process replacement of varieties of electronic appliances.
Education
Bachelor of Science in Nursing -
Saint Louis University
Baguio City 01.2008 - 01.2010
Bachelor of Science in Psychology -
University of The Cordilleras
Baguio City 01.2011 - 01.2012
Skills
Training and mentoring
Data Analysis
Team Collaboration
Performance monitoring
Quality improvements
Team Leadership
Internal Audits
Quality Management Systems
Decision-Making
Quality Assurance
Timeline
Quality Assurance Supervisor
LEI Transfers
12.2023 - 05.2024
Sr. Reports Analysts
C2H Inc.
11.2022 - 12.2023
Associate QA Manager
411 BPO
01.2022 - 08.2022
Quality Assurance Team Lead
411 BPO
08.2019 - 12.2021
Training Specialist
411 BPO
08.2018 - 08.2019
Quality Assurance Analyst
411 BPO
02.2016 - 08.2018
Pharmacy Help Desk
Optum Global Solutions
10.2014 - 01.2016
Technical Support Specialist
Sutherland Global Services
02.2014 - 08.2014
Delivery Specialist
Sitel Philippines Corporation
06.2012 - 12.2013
Bachelor of Science in Psychology -
University of The Cordilleras
01.2011 - 01.2012
Bachelor of Science in Nursing -
Saint Louis University
01.2008 - 01.2010