Jose N.
Mid-Level BPO Quality Assurance Manager
Open to offersNew to PlatformAbout
Jose N. is a business operations professional with 16 years of experience in the BPO industry, advancing from frontline positions to leadership roles in quality, coaching, and people management. At Accenture, he serves as Trust & Safety Lead, managing teams of 15–25 content reviewers and ensuring compliance with platform policies and quality standards, while spearheading process improvements and developing upskilling materials. Previously, as Quality Assurance Lead at Global University System, he established and led quality processes for international higher education clients and delivered comprehensive performance reports to stakeholders. His background also includes QA Assistant Manager at Cognizant, sales coaching in Australian telecom, and operational and HR roles at Xerox, Teleperformance, and Sutherland, where he managed KPIs and engaged in process optimization, team coaching, and quality assurance.
Experience
Trust & Safety Lead
Accenture · 2023 — PresentManaged a team of 15-25 content reviewers while ensuring compliance with platform policies and quality standards through operational oversight and performance coaching.Quality Assurance Lead
Global University System · 2021 — 2023Evaluated calls, providing feedback and coaching to advisors associated with various international universities. Developed quality assurance materials including forms, processes, and handbooks.QA Assistant Manager
Cognizant · 2019 — 2021Oversaw 12 Quality Auditors, establishing precise targets and key performance indicators while mentoring sales personnel. Conducted chat and call quality audits to identify areas for improvement.Sales Consultant / Sales Coach
Telco Services Australia · 2017 — 2019Provided real-time feedback to sales team members by evaluating calls and chat interactions to meet sales metrics, while delegating tasks and fostering team engagement.Human Resource Officer - Glaxo Smith Klein
Xerox Philippines · 2015 — 2016Coordinated hiring efforts by arranging interviews and onboarding new employees, as well as addressing employee HR concerns related to attendance, leave filing, and severance pay.Business Consultant
Teleperformance Philippines · 2012 — 2015Managed billing disputes for Telstra business accounts while upselling products and services.Team Lead
Sutherland Global Services · 2010 — 2012Led a team of 15-25 CSR agents, ensuring the achievement of KPIs and attendance goals through coaching and management support.Quality Analyst
Company not specified · 2010 — PresentRecommended and monitored preventive and corrective actions to maintain quality assurance standards.Customer Service Representative
Company not specified · 2010 — PresentHandled front-of-house calls for American customers regarding billing and account queries related to McAfee products.
Skills & Expertise
Education
- Classical Liberal Arts Major in PhilosophyHOLY TRINITY COLLEGE SEMINARY · 2006 — 2010
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