MANUEL O.
Mid-Level Contact Center Quality Supervisor
Open to offersNew to PlatformAbout
Manuel H. is an experienced Quality Analyst Team Leader and Subject Matter Expert with a demonstrated history in the customer service and gaming technology sectors. At Callhounds Global, he supervised a team of Quality Analysts from 2022 to 2024, ensuring high standards in customer interactions through quality assurance and operational improvement initiatives. At transcosmos Asia Philippines, he served as an SME for Sony PlayStation, contributing specialized expertise in the business and technology of gaming. His tenure at Sony Computer Entertainment Japan included monitoring service quality as a Quality Analyst from 2002 to 2010. He also developed and delivered training programs as a communications and product trainer at GICF. Previously, at iOpex Technologies, Manuel supported agents as an SME by improving performance, compliance, and technical support procedures. He holds a major in Robotics from Keika Gakuen International School of Japan.
Experience
Subject Matter Expert
TRANSCOSMOS ASIA PHILIPPINES · 2025 — 2025Provided specialized expertise in the PlayStation business, technology, or gaming ecosystem, offering insights, guidance, and strategic support to various teams.Quality Analyst Team Leader
CALLHOUNDS GLOBAL · 2022 — 2024Led a team of Quality Analysts to ensure customer interactions align with company standards for quality, accuracy, and compliance. Monitored calls, chats, and emails while identifying areas for improvement and assisting in the implementation of quality initiatives to boost customer and agent satisfaction.Level 2 Communications Skills Trainer
GLOBAL INTEGRATED CONTACT FACILITIES (GICF) · 2021 — 2022Designed, delivered, and assessed training programs to equip employees with essential skills and knowledge for exceptional customer service. Worked with multiple departments to identify training needs and improve agent performance.Tier 3 Technical Support Representative / Customer Service Representative / Subject Matter Expert
iOPEX TECHNOLOGIES · 2019 — 2020Served as a Subject Matter Expert, providing guidance to agents and management on specific products and processes. Supported agents in resolving complex customer issues, improved performance, and ensured compliance with company standards while participating in training and mentoring activities.Quality Analyst
Sony Computer Entertainment (Japan) · 2002 — 2010Monitored and assessed customer interactions within the Call Center team to ensure service delivery meets company standards. Enhanced customer satisfaction by identifying training opportunities and promoting operational improvements.
Skills & Expertise
Education
- Major in RoboticsKeika Gakuen International School of Japan · 2000 — 2002
- Degree not specifiedMarcelo H. Del Pilar High School · 1996 — 2000
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