Rica Alyanna Gaviola
Cebu City
Summary
Detail-oriented Quality Analyst with a strong background in data analysis and audit processes. Known for leading feedback sessions and implementing strategic initiatives that elevate quality standards and enhance customer experiences.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Office Partners360
1F & 12F EBloc 3, V. Padriga St, Cebu City, 6000 (Remote)
03.2020 - 02.2026
- Reviewed call recordings to assess alignment with quality standards and performance expectations.
- Developed instructional content focused on refining agent performance and optimizing customer interaction techniques.
- Organized and led feedback sessions with team members to drive continuous improvement in service delivery.
- Identified and assessed trends in call data to inform strategic decisions for operational efficiency improvements.
- Implemented strategic initiatives to enhance quality assurance protocols, ensuring elevated customer satisfaction levels.
- Facilitated improved customer experiences by providing actionable insights and performance evaluations to call center agents.
Process Trainer
Tech Mahindra BPO
6th Floor, EBloc 3, V. Padriga Street, Lahug Cebu
03.2019 - 02.2020
- Developed and delivered training programs for new hires, enhancing onboarding efficiency.
- Assessed trainees' performance through regular evaluations, ensuring skill mastery and knowledge retention.
- Facilitated workshops to improve team collaboration and communication skills among staff members.
- Collaborated with management to identify training needs and implement tailored development plans.
- Created instructional materials and resources, streamlining training processes and improving learner engagement.
Customer Service Representative
Omega Healthcare Management Services Inc.
7th Floor, Avenir Bldg., Archbishop Reyes, Cebu
02.2018 - 03.2019
- Resolved customer inquiries through effective communication and problem-solving skills.
- Facilitated training sessions for new team members to improve service delivery.
- Streamlined processes by implementing feedback mechanisms for continuous improvement.
- Managed high-volume calls while maintaining quality assurance standards consistently.
Team Leader
CallTek Center Int’ll
9th Floor JY Square IT Center 3 No. 1 Salinas Dr
12.2014 - 07.2015
- Led team in achieving performance targets and improving customer satisfaction metrics.
- Developed training programs to enhance staff skills and operational efficiency.
- Implemented quality assurance protocols to maintain service standards and compliance.
- Analyzed workflow processes, identifying areas for improvement and cost reduction.
- Fostered a collaborative team environment, promoting open communication and feedback.
Education
Caregiver
Uha Caregiver Academy - Talisay
2A, Talisay, 6045 Cebu09-2025
Operations Management
University of The Visayas
Dionisio Jakosalem St, Cebu City, 600003-2017
Skills
- Audit processes
- Quality improvement
- Quality processes
- Data analysis
- Customer focus
- Training material development
- Training implementation
Languages
English
Advanced (C1)
Timeline
Quality Analyst
Office Partners360
03.2020 - 02.2026
Process Trainer
Tech Mahindra BPO
03.2019 - 02.2020
Customer Service Representative
Omega Healthcare Management Services Inc.
02.2018 - 03.2019
Team Leader
CallTek Center Int’ll
12.2014 - 07.2015
Caregiver
Uha Caregiver Academy - Talisay
Operations Management
University of The Visayas