Adelfa B.
Mid-Level Quality Assurance Analyst
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Adelfa B. is a dedicated Quality Assurance Analyst with extensive experience in the healthcare and financial sectors at Firstsource Solutions Ltd. Since March 2024, Adelfa has been monitoring agents, identifying errors, and initiating corrective measures to enhance service quality in healthcare. Previously, from June 2017 to March 2024, she held a similar position overseeing quality assurance in financial accounts. Adelfa excels in compiling data to generate specific QA reports and actively participates in customer and client listening programs to align services with customer expectations. Her prior role as a Customer Service Representative in the mortgage sector honed her skills in handling a high volume of calls and resolving customer issues efficiently. She also has a background as a Customer Support Representative and Billing Staff, which enriches her analytical and problem-solving abilities. Adelfa holds a Bachelor of Science in Business Administration with a major in Financial Management from the University of the Visayas. Her key strengths include attention to detail, analytical skills, and clear communication.
Experience
Quality Assurance Analyst- Healthcare
Firstsource Solution Ltd. · 2024 — PresentMonitored agents to identify errors and deviations, initiating corrective measures. Provided actionable data to internal support groups as required. Generated account-specific QA reports based on predefined contractual criteria and supplied inputs to operations. Created and maintained a timely and accurate QA database. Conducted feedback sessions with agents and participated in the design of call monitoring formats and quality standards. Compiled and tracked performance at both team and individual levels. Engaged in customer and client listening programs to determine needs and expectations. Coordinated and facilitated call calibration sessions for the call center staff, offering feedback to team leaders and management.Quality Assurance Analyst - Financial Account
Firstsource Solutions Ltd. · 2017 — 2024Engaged in monitoring agents for error identification and deviation, implementing corrective actions as needed. Supplied actionable data to various internal support teams. Generated QA reports tailored to specific accounts, adhering to contractual criteria, and contributed to operational improvements. Developed and managed a QA database with a focus on accuracy and timeliness. Led feedback sessions with agents and assisted in the development of call monitoring formats and quality standards. Compiled and traced performance metrics at both team and individual levels. Participated in listening programs to ascertain customer needs and expectations. Organized and led call calibration sessions for call center personnel, providing feedback to team leaders and management.Customer Service Representative - Mortgages
Firstsource Solutions Ltd. · 2015 — 2019Handled a high volume of inbound customer calls, providing accurate information with a friendly demeanor to address inquiries while striving to meet daily targets. Updated and processed information in the systems accurately. Demonstrated multitasking abilities by managing various tools and tasks during calls. Resolved customer issues promptly and took ownership of commitments. Collaborated with other departments when queries could not be resolved at first contact. Ensured clear communication during interactions with customers using simple language, fulfilling their information needs efficiently. Maintained a professional focus by demonstrating integrity and empathy in all customer interactions while engaging in teamwork.Customer Support Representative
Qualfon · 2012 — 2015Provided responses and solutions to issues faced by users of mobile phones or related services while handling escalation calls.Billing Staff
Cebu Easy General Services · 2011 — 2012Created and issued invoices to customers while preparing account statements. Followed up on outstanding payments and addressed customer inquiries. Monitored payments and compiled monthly billing reports. Managed account balances and resolved inconsistencies. Assisted the accounting department with the preparation of financial reports and updated accounting records, including issued invoices and processed payments.
Skills & Expertise
Education
- Bachelor of Science in Business Administration major in Financial ManagementUniversity of the Visayas · 2008 — 2011
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