Mischelle F.
Senior Quality Assurance Team Lead
Open to offersNew to PlatformAbout
Mischelle F. is an experienced Quality Assurance Analyst with over 16 years in the industry, specializing in quality monitoring for various companies in Manila, Philippines. She has a strong academic background with a BS in Math Major in Computer Science from Far Eastern University Manila. At ECE Consulting Group, she excelled as a Quality Analyst Team Lead where she supervised team members, conducted monitoring assignments, and provided coaching to enhance team performance. During her tenure at Results Manila Incorporated in the healthcare sector, she played a pivotal role in ensuring compliance with client standards through monitoring and feedback. Mischelle demonstrated her expertise in frontend quality assurance at Sykes Marketing Services by directing quality operations support and facilitating calibrations. Her early career as a Telesales Representative honed her skills in client interaction and program upselling. Mischelle holds a certification from the Civil Service Examinations with a rating of 80.12%, evidencing her commitment to professional excellence.
Experience
Quality Analyst Team Lead
ECE Consulting Group Manila · 2013 — 2024Supervises team members responsible for quality monitoring aspects, performs monitoring assignments, attends internal and external calibrations, and provides coaching and feedback to the Quality team. Coordinates with supervisors and managers to implement client standards.Quality Professional Consultant
Results Manila Incorporated (Healthcare) · 2012 — 2013Completes monitoring assignments to adhere to established standards, participates in calibrations, provides coaching feedback to agents for improvement, conducts test calls to assess product knowledge, and takes calls to support operations in maintaining service levels.Offshore Quality Assurance Representative
Sykes Marketing Services, Manila Philippines · 2010 — 2012Completes daily monitoring assignments to ensure compliance, accurately tracks good calls in the database, facilitates and participates in client and internal calibrations, and reports trends to home sites.Point of Contact, Offshore Monitoring Team
Sykes Marketing Services · 2010 — 2011Monitors the efficiency and accuracy of the quality support staff, coordinates with managers on client standards implementation, introduces reports for management decision-making, conducts training for new quality assurance staff, supervises daily monitoring and evaluation of sales agents, assists in drafting reports for business reviews, informs management of staffing needs, and provides feedback on performance.Frontend Quality Assurance Monitor
Sykes Marketing Services, Manila Philippines · 2007 — 2010Completes daily monitoring assignments to meet standards, facilitates calibrations, tracks good calls with accurate scoring, reports trends and communicates with home sites, and directs quality and operations support staff to enhance program outputs.Telesales Representative
ICT Group Inc. (now known as Sykes Marketing Services), Manila Philippines · 2006 — 2007Administers credit card acquisition and upsell programs related to customers' credit cards while managing a high volume of inquiries.
Skills & Expertise
Education
- BS Math Major in Computer ScienceFar Eastern University Manila
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