Rowena Q.
Mid-Level Speech Analytics Manager
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Rowena F., a Speech Analytics Manager with ServiceFirst CX, specializes in transforming voice and operational data into actionable business insights. With an extensive background in quality assurance and speech analytics, she oversees call analysis, KPI monitoring, and trend identification to enhance operational efficiency and customer experience. Rowena manages cross-functional, multicultural teams, aligns them with client expectations, and delivers high-quality insights. She collaborates with client vendor managers and internal teams to implement data-driven initiatives and coaching programs. Previously, as a Quality Assurance Supervisor at ServiceFirst CX, she ensured customer experience improvement and compliance adherence. Rowena holds a Bachelor of Science in Nursing from the University of Cordilleras and has been recognized as Top Manager and Supervisor of the Year in Operations Support for 2025 and 2024 respectively.
Experience
Speech Analytics Manager
ServiceFirst CX · 2025 — PresentOversaw call analysis, monitored KPIs, and identified trends to enhance operational efficiency and customer experience. Managed and mentored diverse teams to ensure alignment with client expectations and consistent delivery of impactful business insights. Collaborated with client vendor managers and internal teams to implement data-driven initiatives and agent coaching programs while managing and interpreting data from evaluations to recommend critical trends to stakeholders.Quality Assurance Supervisor
ServiceFirst CX · 2019 — 2025Supervised daily activities of the Quality Assurance staff who monitored call interactions to improve customer experience and maintain consistency. Ensured compliance with regulatory standards and handled reporting and analysis to guarantee accuracy and relevance for internal operations and key stakeholders.Customer Administration & Resolutions Agent
TELUS International Philippines · 2019 — 2025Examined customer accounts for discrepancies and implemented billing adjustments.Quality Assurance Specialist
ServiceFirst CX, Formerly ARB Call Facilities · 2017 — 2019Conducted QA audits, analyzed service incidents, and proposed enhancements to processes. Led meetings and calibrations while consulting management on quality and efficiency concerns.Customer Service Representative
TELUS International Philippines, Aegis People Support, Sitel Phils Corp · 2013 — 2015Addressed account and billing inquiries, managed order placements and tracking, and resolved mobile issues while delivering high-quality customer service and maintaining client satisfaction.
Skills & Expertise
Education
- Bachelor of Science in NursingUniversity of Cordilleras
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