Joan K.
Senior Operations & Quality Assurance Manager
Open to offersNew to PlatformAbout
Joan Karen A., an accomplished Operations & Quality Assurance Leader based in Calamba City, Laguna, Philippines, brings over 15 years of expertise in managing remote and call center teams with a focus on high-volume operational workflows. She excels in enforcing quality, root-cause analysis, and compliance standards in e-commerce, customer support, and logistics domains. With a proven track record in workforce management and productivity auditing using tools like Time Doctor 2, Joan enhances campaign performance through platforms including Zendesk and Salesforce. Her experience includes developing SOPs, delivering executive reports, and implementing leadership frameworks. At LTVplus, she led a team to optimize productivity by 25% and sustain a customer satisfaction rate of 95%. Joan has also held pivotal roles at Advanced Credit Management Philippines and other industry leaders, focusing on compliance, risk mitigation, and customer service excellence. She holds a Bachelor of Science in Computer Engineering from Lyceum of the Philippines University – Laguna.
Experience
Team Lead
LTVplus · 2022 — 2026Executed daily operational workflows and standard operating procedures across various campaigns, ensuring alignment with organizational objectives and client key performance indicators. Validated team timesheets and monitored productivity using Time Doctor 2 to maintain payroll accuracy and labor allocation. Delivered End-of-Day operational summaries that outlined significant outcomes and action plans. Conducted quality assurance audits to uphold work standards and address operational issues. Facilitated coaching sessions to enhance team skills, onboarded new hires, and supported ongoing learning initiatives. Led weekly meetings to align team goals and resolve operational challenges. Conducted candidate interviews and managed customer escalations for timely resolutions. Handled various administrative requests to support campaign operations.Quality Analyst & Customer Service Agent
LTVplus · 2020 — 2022Performed root-cause analysis on customer feedback to identify and address systemic issues, thereby enhancing product quality. Monitored Customer Experience metrics, generating quality control documentation and performance reports for management. Conducted calibration sessions to ensure standard evaluation methods and maintain consistency across the team. Resolved complex customer complaints and provided coverage during staffing shortages.Senior Quality Assurance Analyst
Advanced Credit Management Philippines Pty. Ltd · 2015 — 2019Led a team of Quality Assurance Analysts, focusing on continuous improvement and adherence to organizational standards. Conducted performance reviews and team meetings to highlight compliance gaps and share operational updates. Managed data tracking and trend analysis for quality assurance metrics. Organized cross-functional calibration sessions to enhance evaluation criteria accuracy. Collaborated with leadership to escalate compliance concerns and addressed operational risks through targeted training interventions.Relocation Consultant
ATM (Asian Tiger Mobility PTY. LTD) · 2019 — 2019Guided corporate clients through mobility processes, managed logistics, tracked expenses, and drafted legal lease agreements.Quality Assurance Analyst & Collection Specialist
Advanced Credit Management Philippines Pty. Ltd · 2014 — 2015Evaluated interaction logs and consumer feedback to identify performance issues, ensuring compliance with Australian regulations. Participated in calibration sessions with clients to standardize quality metrics. Conducted communications for collections and utilized skip tracing tools to resolve overdue accounts.Customer Service Representative Tier II
[24]7.ai Philippines (T-Mobile UK) · 2012 — 2013Resolved complex billing issues and performed technical troubleshooting for hardware across iOS and Android platforms. Maintained key operational metrics including NPS, CSAT, and FCR.Customer Service Representative Tier II
Convergys Philippines / Concentrix (Orange-UK) · 2011 — 2012Handled account management tasks, processed financial transactions, and ensured effective service delivery.QCA Quality Control Agent
ScopeWorks Asia Inc. · 2010 — 2011Executed editing and transcription of audio files while adhering to stringent speed and quality standards.Interim Quality & Workforce Specialist
Teletech Lipa · 2008 — 2009Monitored compliance across various channels, conducted calibration sessions, and managed logistics metrics including IOCC and AHT.Technical Support Rep II / Quality Assurance
Teletech / SPi Solutions · 2006 — 2008Provided technical support and quality assurance in service delivery.
Skills & Expertise
Education
- Bachelor of Science in Computer EngineeringLyceum of the Philippines University – Laguna · 2001 — 2006
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