Bobby S.
Senior BPO Quality Assurance Manager
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Bobby S. is a seasoned Senior Quality Manager with over a decade of experience driving quality assurance initiatives in the business process outsourcing (BPO) industry. With a track record at organizations such as TaskUs, TTEC, and Concentrix, Bobby S. has managed and developed quality teams, implemented company and client quality models, and led process improvements to optimize operational efficiency and client satisfaction. He is experienced in data analysis, risk management, and project execution, with direct accountability for auditing requirements, SOP development, performance management, and budget oversight. Bobby S. leverages problem-solving techniques, data analysis, and process optimization within BPO operations, collaborating closely with cross-functional teams and utilizing tools like Excel and Google Sheets to facilitate large-scale data management. He holds industry-recognized certifications including Lean Six Sigma White Belt, Yellow Belt, and COPC.
Experience
Senior Quality Manager
TaskUs · 2025 — 2025Ensured the establishment of quality processes according to the company’s quality model. Owned the execution of quality strategy within the aligned team, and evaluated existing processes for continuous improvement. Established procedures and participated in business reviews as well as training needs discussions. Analyzed data to enhance tools and provided insights for metric improvements while liaising with the Business Intelligence and Data Science team to create automated reports and dashboards.Quality Manager
TaskUs · 2022 — 2025Oversaw the implementation of quality processes in line with company standards and directed the deployment of quality strategy within the team. Evaluated existing processes and contributed to continuous improvement efforts. Established operational procedures, engaged in business reviews, and identified training needs. Managed frameworks to assess and mitigate risks, while partnering with other teams to ensure quality objectives were met.Quality Manager
TTEC · 2022 — 2022Supervised the operational activities of the Quality Assurance department, ensuring targets and call quality metrics were met. Utilized systems to improve departmental efficiency and engaged with operations to address training gaps. Managed staff according to policies, ensured compliance with quality metrics, and participated in continuous process improvements through meetings and collaboration with clients.Associate Leader/Quality Manager II
Concentrix CVG Phils., Inc. · 2019 — 2021Supervised work groups, assigning tasks and monitoring attendance while contributing to staff selection and training. Evaluated program quality monitoring results and maintained performance metrics. Built relationships with business stakeholders to understand their needs and conducted audits to ensure consistency in quality monitoring processes.Global Functional Leader/Consultant (Special Project)
Concentrix CVG Phils., Inc. · 2019 — 2021Calibrated best practices for auditing and coaching based on client requirements. Provided recommendations to partners and clients aimed at enhancing compliance and customer satisfaction, while managing QA framework transformation initiatives.Quality Manager I
Concentrix CVG Phils., Inc. · 2018 — 2018Oversaw work groups, managing task assignments and attendance while contributing to staff evaluations. Employed process management tools to monitor quality and identified needs for training and certification processes, ensuring alignment with client requirements.Supervisor Transactional Service, Quality
Concentrix CVG Phils., Inc. · 2015 — 2018Served as the point of contact for the Quality team in the absence of the Quality Manager and supervised the quality evaluators. Managed work assignments and attendance, facilitated meetings with Operations, and maintained performance metrics while developing relationships with key stakeholders.Quality Analyst
CVG Phils., Inc. · 2010 — 2015Monitored agents' calls and performed analysis based on customer surveys. Provided daily insights for operational improvements and facilitated calibration sessions. Supported new hires and participated in business reviews, ensuring quality standards were met.
Skills & Expertise
Education
- Associate Computer Systems Design and ProgrammingAMA Computer Learning Center · 1996 — 1998
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