Jhonnas D.
Senior BPO Quality Assurance Specialist
Open to offersNew to PlatformAbout
Jhonnas S. from Mandaluyong City, Philippines, is a seasoned professional in the Business Process Outsourcing (BPO) industry with nearly a decade of experience. Specializing as a Multi-skilled and Multi-function Specialist in Quality Assurance, he has demonstrated exceptional adaptability and cross-functional collaboration skills. His tenure at Altius Inspiro Inc. reflects a robust career in overseeing quality operations for diverse campaigns, including Retail and Credit Monitoring Services, with a focus on maintaining client standards and internal KPIs. He is recognized for his capabilities in Quality Assurance & Compliance, having consistently reported QA trends and compliance metrics to clients. Jhonnas is certified in Lean Six Sigma Yellow Belt and Microsoft Copilot AI Prompt Engineering, underscoring his commitment to process improvement and intelligent automation. His technical proficiency covers QA tools, CRM platforms, and PowerBI, enhancing his leadership in quality operations. Jhonnas has been awarded multiple times for excellence in QA performance, proving his dedication and effectiveness in the industry.
Experience
Quality Assurance Specialist – Credit Monitoring Services/Retention
Altius Inspiro Inc. · 2024 — PresentParticipates in client meetings to present QA trends and compliance metrics. Coaches team members to enhance agent performance and regularly evaluates customer interactions to ensure compliance with industry standards.Quality Assurance Specialist – Retail Account
Altius Inspiro Inc. · 2021 — PresentManages quality operations for the retail campaign, ensuring alignment with client standards and internal KPIs. Evaluates calls consistently to maintain service quality and conducts calibrations with clients to ensure adherence to expectations. Prepares weekly performance reports highlighting trends and action plans for internal and client review.Quality Assurance Specialist/ Product Trainer – Web Hosting Account
Altius Inspiro Inc. · 2020 — 2021Assesses technical support interactions for accuracy and effectiveness. Facilitates QA and product training sessions for new and experienced agents to improve ongoing quality standards. Participates in client calibrations and assists with quality reporting for technical support.Quality Assurance Specialist – Financial Account
Altius Inspiro Inc. · 2019 — 2020Provides QA reports to both operations and clients to support compliance and drive performance improvements. Conducts ongoing monitoring and scoring of calls to ensure regulatory compliance while contributing to training content and calibration efforts.Operations Team Leader – Financial Account
Altius Inspiro Inc. · 2017 — 2019Supervises agent performance and implements coaching strategies to achieve KPIs. Engages in client meetings to discuss team metrics and service enhancements. Oversees daily operations and performs regular performance evaluations of frontline agents.Customer Service Representative – Financial Account
Altius Inspiro Inc. · 2016 — 2017Provides frontline support with a focus on empathy and accuracy while consistently achieving performance targets.Multi-skilled and Multi-function Specialist – Quality Assurance
Altius Inspiro Inc. · 2016 — PresentCurrently oversees multiple quality assurance aspects for the Business Process Outsourcing (BPO) industry, specifically within the Credit Monitoring Services/Retention and Retail campaigns.
Skills & Expertise
Education
- Certificate of Information and TechnologyGateways Institute of Science and Technology · 2013 — 2015