Rolly G.
Mid-Level Quality Assurance Specialist
Open to offersNew to PlatformAbout
Rolly V. is an experienced Quality Supervisor in the business process outsourcing industry, with a proven track record at Concentrix Quezon City. From November 2022 to April 2025, Rolly led quality initiatives, collaborating with Operations and TQ Teams to drive improvement in operational metrics and support agent development. His role included direct support to quality teams and CSAT specialists, delivering targeted learning and development sessions to enhance skills and performance. He served as a primary contact with client leadership for quality-related matters and regularly strategized with stakeholders to implement plans for KPI improvement and staff engagement. Previously, he held the position of Senior Quality Evaluator, focusing on quality monitoring and evaluation, compliance with industry standards, and presenting performance insights to leadership. His earlier roles encompassed technical support and quality coordination for clients like Pearson and Capital One.
Experience
Quality Supervisor
Concentrix · 2022 — 2025Conducted training and quality analysis to improve operational metrics, working alongside Operations and the TQ Team on quality initiatives aimed at exceeding targets. Provided learning sessions for the Quality Team and CSAT specialists involved in TnQ daily operations to enhance their skills. Acted as the primary contact for client leadership regarding all quality requirements within the program. Held regular discussions with Operations and other support functions to strategize on agent development and KPI enhancements. Focused on the wellness and engagement of all TnQ staff, planning activities such as recognition and incentives.Senior Quality Evaluator
Concentrix · 2021 — 2022Performed regular assessments of processes, procedures, and performance metrics to ensure compliance with quality standards. Identified improvement areas and suggested corrective actions. Maintained adherence to organizational standards, industry regulations, and client expectations in all quality-related processes, regularly reviewing policies to uphold high quality assurance levels. Compiled quality performance data, prepared reports, and presented findings to leadership, using analysis to identify trends for enhancing team performance and achieving operational goals.Technical Support Representative
Concentrix · 2019 — 2021Handled frontline technical support for a Pearson HiED US account.Team Manager(Intern)
Sykes · 2019 — PresentNullQuality Coordinator
Sykes · 2017 — 2019NullTechnical Support Representative
Sykes · 2015 — 2016NullAdministrative Pastor
Taytay Wesleyan Church · 2015 — 2016Null
Skills & Expertise
Photos
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