Gel K.
Senior Quality Specialist
Actively lookingNew to PlatformAbout
Gel Karlo M. P. is a highly skilled professional with a Bachelor of Arts in Political Science from the University of the East Manila. With extensive experience in the financial services and business process outsourcing sectors, he has developed expertise in quality assurance and regulatory compliance. As a Senior Quality Specialist at Western Union Financial Services, Gel Karlo M. led case evaluations and process improvement initiatives. At VXI Global Holdings, he served as a Quality Analyst Supervisor, emphasizing leadership, report creation, and client meetings. His career began as a Sales Verifier, dealing with inbound and outbound call verification. Gel Karlo M. is proficient in MS Office Applications and Canva, demonstrating strong proficiency in problem-solving, critical decision-making, and teamwork, all of which underscore his commitment to organizational growth and efficiency.
Experience
Senior Quality Specialist
Western Union Financial Services, Inc. · 2022 — 2026- Conducted thorough assessments of compliance team cases to ensure adherence to financial regulations and internal standards. - Facilitated QA talks and touchbase sessions to drive alignment, knowledge sharing, and continuous improvement across teams. - Identified workflow gaps and implemented corrective measures, enhancing efficiency and compliance accuracy.Senior Account Specialist
Western Union Financial Services, Inc. · 2021 — 2022- Managed customer complaints and highly escalated concerns with professionalism and efficiency. - Collaborated across departments to deliver timely and effective resolutions. - Handled inbound calls from customers and internal teams.Quality Analyst Supervisor
VXI Global Holdings Philippines, Inc. · 2019 — 2020- Supervise and guide quality assurance inspectors or analysts, providing training, coaching, and performance management. - Develop, implement, and maintain quality standards, and policies to ensure compliance with industry regulations. - Work with operations, and customer service teams to resolve quality issues and improve processes. - Prepare and present detailed quality reports to senior management, business holders, and stakeholders highlighting performance metrics and improvement initiatives.Project Team - Quality Analyst Supervisor
VXI Global Holdings Philippines, Inc. · 2018 — 2019- Served as part of the pioneer account project team. - Oversaw process management and compliance. - Led both the QA team and full operations with CSRs, uniting them under one shared goal and focus.Quality Analyst
VXI Global Holdings Philippines, Inc. · 2015 — 2018- Conducted call monitoring and quality evaluations. - Delivered coaching sessions, refresher courses, and QA talks to improve performance. - Participated in hearings to address compliance and quality issues.Sales Verifier
VXI Global Holdings Philippines, Inc. · 2013 — 2015- Performed inbound and outbound call verification to ensure accuracy. - Conducted FCC-mandated verification processes to maintain compliance.
Skills & Expertise
Education
- Bachelor of Arts in Political ScienceUniversity of the East Manila · 2008 — 2012
- High SchoolValenzuela City Science High School · 2004 — 2008