Rey Christian Santos
Quality Assurance Supervisor
Taguig, Metro Manila
Summary
I am a results-driven and versatile professional with an extensive background in managerial roles, specializing in IT/BPO field. With a proven track record of strategic leadership, team development, and driving organizational success, I bring a wealth of experience in optimizing operations, fostering a collaborative work culture, and achieving targeted business objectives.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Quality Assurance Supervisor
DXC Technology
08.2018 - 08.2024
- Create, update, and enforce QA frameworks, scorecards, and evaluation criteria aligned with client SLAs and KPIs.
- Lead initiatives to improve service quality through process audits, root cause analysis, and performance trends.
- The objective is to create a more comprehensive evaluation system that aligns with organizational goals, ensuring the continuous improvement of service quality
- Provide ongoing feedback and coaching to QA Analysts and agents based on evaluation results.
- Conduct QA training sessions to promote customer-centric service and compliance with procedures.
- Collaborate with Operations and training departments to align QA insights with agents and upskill programs.
- Compile and present QA reports, trends, and insights to management and clients.
- Use data analysis to support recommendations for process improvements.
Quality Analyst
DXC Technology
08.2018 - 03.2020
- Listen to and evaluate inbound and outbound calls, chat sessions, and email communications to ensure adherence to quality standards, company policies, and client SLAs.
- Provide structured and constructive feedback to agents and team leaders to help improve service quality and reduce errors.
- Generate daily, weekly, or monthly quality performance reports and dashboards for internal review and improvement tracking.
- Perform root cause analysis on recurring issues or challenges identified during quality monitoring
- Participate in calibration sessions with QA supervisors, trainers, and operations to ensure alignment and consistency in evaluations.
Customer Service Representative
Sitel Philippines
04.2015 - 08.2018
- Delivered exceptional customer support through inbound/outbound calls, emails, and chat for various client accounts in a high-volume BPO environment.
- Resolved customer inquiries, complaints, and service issues efficiently, ensuring high levels of customer satisfaction and first call resolution.
- Processed service requests, account updates, billing adjustments, and order management using CRM and ticketing tools (e.g., Salesforce, ITSM, or Service Now).
- Consistently met or exceeded key performance indicators (KPIs), including Average Handling Time (AHT), CSAT, Net Promoter Score (NPS), and adherence metrics.
- Collaborated with team leaders and QA specialists to implement feedback and improve service delivery based on quality audits and customer feedback.
Education
Bachelor of Science - Information Technology
Baliuag University
06.2012 - 04.2015
Skills
MS Power Platform
Excel
PowerPoint
Client SLA & Compliance Management
Process Improvement (eg, Six Sigma, COPC)
Quality Framework Development (Scorecards, Calibration)
undefinedCertificate and Recognition
- Six Sigma Yellow Belt
- COPC Best Practice for Quality Management
- COPC Service Journey Thinking
- Master Trainer PH
- Global Training Certificate
Timeline
Quality Assurance Supervisor
DXC Technology
08.2018 - 08.2024
Quality Analyst
DXC Technology
08.2018 - 03.2020
Customer Service Representative
Sitel Philippines
04.2015 - 08.2018
Bachelor of Science - Information Technology
Baliuag University
06.2012 - 04.2015
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