Roy B.
Mid-Level BPO Quality Analyst
Open to offersNew to PlatformLanguages
English
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About
Roy B. is an experienced professional with a career beginning in 2009 in the BPO industry, focusing on customer support and technical support across industries such as telecommunications, healthcare, antivirus software, and gaming. Most recently, he worked as a Quality Analyst at Clearsource, where he evaluated customer interactions using QA scorecards, conducted quality audits, analyzed performance metrics, and facilitated process improvement through collaboration with cross-functional teams. Roy previously delivered customer service and claims support at organizations including KGB Philippines, Inc., TDCX, SITEL, The Minacs Group Inc., STARTEK, and Teleperformance, handling inbound and outbound communications via calls, chat, and email. He utilized CRM systems and ticketing tools to document, track, and resolve customer inquiries, technical issues, and billing concerns, consistently maintaining compliance with regulations and service-level standards.
Experience
Quality Analyst
Clearsource · 2021 — 2025Evaluated customer interactions through calls, chats, and emails by utilizing QA scorecards to ensure adherence to client requirements, company standards, and regulatory guidelines. Analyzed quality data and performance metrics with spreadsheets, CRM dashboards, and QA tools to pinpoint trends and root causes affecting service delivery. Conducted quality audits and calibration sessions to ensure scoring consistency and enhance overall quality accuracy across multiple lines of business. Provided structured feedback and coaching to agents based on audit outcomes, fostering improvements in quality scores and customer satisfaction. Engaged with cross-functional teams via Slack, Zoom, and internal communication platforms to facilitate process enhancements and quality initiatives. Documented findings and reports using CRM systems and productivity tools to promote continuous improvement and support leadership decision-making.Customer Service Role
KGB Philippines, Inc. · 2019 — 2020Delivered customer support across various lines of business by managing inbound and outbound interactions through calls, chats, and emails, ensuring professionalism and empathy. Handled customer inquiries and concerns efficiently by adhering to workflows, policies, and service-level agreements. Utilized CRM systems and ticketing tools to accurately document interactions and track case progress for timely follow-ups and resolutions. Maintained performance metrics related to quality and customer satisfaction while meeting call handling standards. Collaborated with internal teams through platforms like Slack and Zoom to coordinate resolutions and enhance customer experience.Customer Service Representative
TDCX · 2018 — 2019Provided comprehensive customer support for multiple lines of business by managing both inbound and outbound communications via phone, chat, and email. Resolved inquiries, complaints, and technical issues by following company policies and utilizing knowledge resources. Employed CRM systems and ticketing platforms to accurately record customer interactions and to track cases ensuring timely resolution. Achieved high customer satisfaction and productivity scores by adhering to quality standards and performance metrics. Collaborated with internal teams using communication tools such as Slack and Zoom to coordinate resolutions and improve service delivery.Customer Service Representative
SITEL · 2015 — 2017Assisted customers with inquiries on antivirus software and gaming accounts by managing account access, subscriptions, billing, and product features through various communication channels. Troubleshot technical issues, including software installation and configuration, using diagnostic tools and knowledge bases. Resolved customer concerns efficiently while adhering to service-level agreements and quality standards. Utilized CRM systems and ticketing platforms for documentation and case tracking. Fostered collaborations with internal teams through Slack and Zoom to escalate issues and enhance service delivery.Customer Service Role
The Minacs Group Inc. · 2012 — 2015Assisted customers with inquiries regarding account management, billing, and services through inbound and outbound phone interactions. Resolved customer concerns and basic technical issues in compliance with call center procedures and documentation. Maintained detailed customer records using CRM systems and ticketing tools for continuity of service. Ensured adherence to policies, data privacy standards, and regulations while managing sensitive customer information. Delivered empathetic support that contributed to customer satisfaction and quality performance metrics.Customer Service Representative
STARTEK · 2009 — 2012Diagnosed and addressed hardware, software, and basic network issues by providing technical guidance through phone, chat, and email. Troubleshot operating systems and application problems using knowledge bases and standard troubleshooting frameworks. Utilized ticketing systems and CRM platforms to document cases and ensure accurate resolution tracking. Escalated complex technical issues to senior support teams, providing relevant case notes. Maintained service-level agreements, quality standards, and customer satisfaction metrics within a high-volume support environment.Customer Service Representative
Teleperformance · 2008 — 2009Handled customer inquiries related to billing, payments, and account adjustments through inbound phone support. Processed payments and explained charges clearly while adhering to company policies. Efficiently resolved billing disputes or routed customers to appropriate departments following escalation protocols. Documented interactions using CRM systems and billing platforms to maintain accurate account records. Ensured quality and productivity metrics were met by following service-level agreements and call handling standards.
Skills & Expertise
Education
- Business ManagementNational College of Business and Arts
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