Philip S.
Senior BPO Quality Assurance and Analytics Manager
Open to offersNew to PlatformLanguages
EnglishTagalog
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About
Philip S. is a seasoned Quality Assurance and Analytics professional with over 15 years of leadership experience in the BPO industry, encompassing sectors such as telecom, healthcare, financial services, technical support, e-commerce, and subscription-based businesses. He has managed QA and analytics teams, driving operational improvements through KPI analysis, reporting automation, and process quality initiatives. Philip's roles have included Operations Manager for healthcare revenue cycle operations at R1 RCM, Analytics Manager at NeoWork, and Quality Assurance Manager at iSupport Worldwide, where he implemented data-driven QA programs, developed reporting dashboards using Power BI and Looker Studio, and optimized contact center performance. His expertise extends to customer support operations, process improvement, and advanced data visualization, consistently producing actionable insights to support operational excellence.
Experience
Operations Manager – Process Quality
R1 RCM · 2024 — 2025Directed process quality activities for healthcare revenue cycle operations, managed quality monitoring frameworks for compliance purposes, coordinated with operations leaders on performance gaps and corrective action plans, and supplied QA trend analysis and reporting to inform performance insights.Analytics Manager (Freelance)
NeoWork · 2023 — 2024Created reporting dashboards with Power BI and Looker Studio for monitoring operational KPIs, examined support performance data to identify efficiency opportunities, worked with operations and client stakeholders to facilitate data-based decisions, and automated reporting workflows to enhance data accuracy.Quality Assurance Manager
iSupport Worldwide · 2023 — 2023Managed the QA team for international client customer service operations, developed quality monitoring frameworks tied to client KPIs and service standards, coordinated calibration sessions and coaching programs, and produced QA and performance reports for operational improvement.QA & Reports Manager
Open Access BPO · 2016 — 2022Oversaw QA and reporting teams serving customer service programs in telecom, healthcare, financial services, technical support, e-commerce, and subscription-based industries, also covering back-office and content moderation. Built operational dashboards and automated reporting tools using Excel and Google Sheets, evaluated CSAT, FCR, QA scores, and KPIs for improvement opportunities, executed QA programs, calibration, and coaching frameworks, collaborated with operations leadership for continuous improvement, and delivered analytics reporting to senior leadership.Quality Assurance Team Lead
Open Access BPO · 2016 — 2016Led QA team activities for various service programs, contributed to the development of quality monitoring processes, and supported QA program implementation in alignment with operational needs.Quality Team OIC
Open Access BPO · 2015 — 2016Oversaw day-to-day quality assurance operations, coordinated with team members to uphold service standards, and facilitated ongoing quality initiatives.Quality Monitoring Analyst
Open Access BPO · 2015 — 2015Conducted quality monitoring and evaluations on customer service interactions to support service quality standards.2nd Tier Retention Associate
Open Access BPO · 2014 — 2015Handled advanced retention support tasks and addressed escalated customer retention concerns within service programs.Retention Associate
Open Access BPO · 2014 — 2014Supported customer retention efforts by managing client interactions and assisting with retention programs.Global Command Center Analyst
Alorica · 2014 — 2014Monitored real-time performance across global contact center sites, analyzed call volume and staffing trends to aid workforce optimization, and provided real-time operational alerts and reports to leadership.Global Workforce Management Specialist I
TeleTech · 2012 — 2013Managed workforce performance metrics such as staffing and service level adherence, and generated reports to guide workforce planning efforts.Technical Support Representative
TeleTech · 2011 — 2012Provided technical support to customers and addressed service issues while adhering to support standards.Technical Support Representative (Project Based)
APAC Customer Services · 2010 — 2010Supplied technical support for customer concerns and maintained service quality and performance metrics.Senior Customer Service Associate
Convergys · 2008 — 2010Delivered customer service assistance and upheld customer satisfaction and issue resolution standards.Service Fulfillment Staff (Contractual)
BDO Unibank · 2007 — 2008Performed service fulfillment duties as part of contractual support staff.Eligibility Reconciliation Analyst
Accenture · 2007 — 2007Carried out eligibility reconciliation tasks according to operational policies.Eligibility Analyst
Accenture · 2006 — 2007Processed eligibility analysis responsibilities focused on data review and compliance.
Skills & Expertise
Education
- Bachelor of Science in PhysicsPolytechnic University of the Philippines · — — 2006