Ron A.
Senior Compliance and Quality Assurance Specialist
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Ron A. is an accomplished Compliance, Risk, and Quality professional with over seven years of experience in the BPO industry. He has a proven track record of enhancing audit preparations and driving fraud prevention and quality assurance initiatives across multiple business lines. During his tenure at Concentrix as a Specialist in Controls & Compliance, he spearheaded audit preparations that resulted in high ratings, automated reporting systems, and facilitated awareness sessions on compliance and fraud prevention. At WNS Global Services Inc, he served as a Lead Associate in Quality, where he optimized communication and tracking processes using advanced Excel techniques, contributing to the successful launch of new business lines. Previously at Startek, he was instrumental in designing enhanced tracking systems for quality infractions and supported agent performance improvements through strategic coaching. Ron holds a Lean Six Sigma Yellow Belt and a professional certification from the Philippine Civil Service Commission and has received training in leadership and development. His educational background includes undergraduate studies in Architecture at Iloilo Science and Technology University.
Experience
Specialist, Controls & Compliance
Concentrix · 2024 — 2025Acted as the main contact for the site during the 2025 client audit, coordinating audit preparations and ensuring timely delivery of requirements. Assisted in two major audits in 2024 by managing artifact collection, validating evidence, and handling compliance documentation across departments. Enhanced FMEA defect recurrence through enforcement of progression sanctions and focused attention on key defect contributors. Automated tracking for defect case closures to provide real-time visibility of cases, thereby improving turnaround time. Conducted fraud prevention and compliance awareness sessions for operational teams.Lead Associate - Quality
WNS Global Services Inc · 2021 — 2024Streamlined the communication of issues identified during quality audits, utilizing advanced Excel dashboards and macros to enhance case closure tracking. Improved the calibration templates and automated variance computations to boost audit accuracy and consistency. Contributed to performance improvement initiatives that facilitated the launch of a new business line for the program. Worked in conjunction with operations and leadership to identify and address systemic quality and compliance issues.Quality Analyst I
Startek · 2018 — 2021Developed and applied an improved tracking system for quality infractions and identified red flags, resulting in better closure rates and enhanced visibility of behavioral violations. Conducted quality analysis across various channels including voice, chat, email, and speech analytics. Implemented coaching sessions based on SMART principles to enhance agent performance.Customer Service Representative
Startek · 2017 — 2018Assisted retail customers through voice, chat, and email channels. Earned multiple recognitions as Best Agent for consistent high performance.
Skills & Expertise
Education
- Bachelor of Science in ArchitectureIloilo Science and Technology University
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