Maria C.
Senior Quality Manager
Open to offersNew to PlatformAbout
Maria C. is a highly experienced Senior Quality Manager and business excellence professional, adept at optimizing operational performance and enhancing customer experiences in the fast-paced BPO industry. A Certified COPC Implementation Leader, Maria excels at using data analytics, root cause analysis, and governance frameworks to drive scalable improvements and exceed client expectations. Her extensive proficiency includes regulatory compliance, particularly in ISO standards like ISO QMS, ISMS, CCC, and PCI-DSS. At TDCX, Maria has spearheaded quality assurance and customer experience initiatives, delivering substantial performance gains through strategic collaboration and continuous improvement processes. Additionally, she has directed teams and projects at ANZ, leading change management and strategic initiatives to optimize business operations. With a Bachelor's degree in Chemical Engineering from the University of Santo Tomas, Maria combines her technical background and business acumen to continuously advance organizational objectives and stakeholder satisfaction.
Experience
Sr. Quality Manager
TDCX · 2025 — PresentSpearheaded quality assurance, customer experience, and operational improvement initiatives within large-scale support operations. Drove performance gains through customer journey mapping, data analysis, and rigorous quality evaluations. Collaborated with cross-functional leadership and global stakeholders to identify operational trends and implement process enhancements.Sr. Business Analyst
ANZ · 2024 — 2025Managed and mentored a team of Business Analysts to enhance performance. Directed change management initiatives for seamless project execution across the project lifecycle. Addressed complex operational and customer requirements to improve customer experience.Sr. Business Excellence Manager II
TDCX Philippines · 2022 — 2024Served as the primary contact for compliance and client audits, managing ISO QMS, ISO ISMS, Customer Contact Center standards, and PCI-DSS. Led initiatives for cross-functional process improvement, focusing on operational governance and audit readiness. Conducted root cause analysis and maintained risk registry documentation.Sr. Manager - Quality, Compliance, Projects, Product and Love
TDCX Philippines · 2018 — 2022Collaborated with Operations leaders to enhance performance across multiple domains including Quality and Compliance. Directed compliance reviews and data protection protocols while authoring executive compliance audit reports.Operations Manager, Customer Experience
TDCX Philippines · 2016 — 2018Accountable for key operational KPIs such as SLA adherence and customer satisfaction metrics. Managed coaching and performance systems to improve staff productivity, while continuously collaborating with leadership to align operational goals with client expectations.Operations Manager, Customer Experience
Convergys Philippines · 2015 — 2016Oversaw operational performance, SLA compliance, and financial budgets for customer support accounts. Led initiatives for employee engagement and developmental coaching, partnering with various units to streamline operations.Escalations Manager
Convergys Philippines · 2010 — 2015Resolved significant customer escalations and implemented knowledge management strategies to increase resolution efficiency. Developed advanced reporting mechanisms and provided training to enhance escalation handling capabilities.
Skills & Expertise
Education
- Bachelor of Science in Chemical EngineeringUniversity of Santo Tomas - Manila, Philippines
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