Marc A.
Mid-Level Quality Assurance Analyst
Open to offersNew to PlatformAbout
Marc Anthony P. is an experienced Senior Quality Evaluator / Analyst who has contributed to the business process outsourcing and customer service industries at leading companies such as Concentrix, Accenture, Sykes Asia Inc., and Harte Hanks. In these roles, Marc Anthony P. conducted quality audits, performed root cause analysis (RCA), and delivered structured coaching sessions using the GROW methodology to drive measurable improvements in agent performance and customer satisfaction. With a background as a Settlement Officer managing financial and account settlements and as a Quality Analyst monitoring compliance and service standards, he has demonstrated expertise in process improvement, compliance, and performance assessment. Certified in GROW and Evolve coaching, Marc Anthony P. has consistently supported operational excellence and team development within the customer service and financial settlement domains.
Experience
Senior Quality Evaluator / Analyst
Concentrix · 2022 — 2025Executed quality audits and conducted performance evaluations for customer service teams. Delivered coaching sessions utilizing GROW methodology to enhance agent performance. Analyzed performance data to pinpoint trends, gaps, and areas for improvement. Carried out root cause analysis (RCA) to resolve recurring quality issues and worked alongside operations leaders to enact process improvements. Assisted in maintaining high service quality standards while addressing customer inquiries and ensuring compliance with company policies.Customer Service Representative
Concentrix · 2021 — 2022Handled customer inquiries and provided timely resolutions while upholding high service quality standards. Ensured compliance with relevant company policies and client requirements.Settlement Officer
Sykes Asia Inc. · 2018 — 2020Oversaw financial and account settlements with precision and diligence. Maintained compliance with both regulatory and internal policies while resolving discrepancies and collaborating with internal teams for effective issue resolution.Subject Matter Expert
Harte Hanks · 2016 — 2017Offered subject matter expertise and real-time support to agents. Assisted with onboarding and training processes for new employees and served as an escalation point for complex customer concerns. Contributed to initiatives aimed at enhancing team performance.Quality Analyst
Harte Hanks · 2015 — 2016Monitored and assessed agent performance in alignment with quality standards. Provided constructive feedback and coaching aimed at improving service delivery while ensuring compliance with company policies and procedures.
Skills & Expertise
Education
- Graduate in Computer ScienceAsian Institute of Computer Studies · — — 2014
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