samuel N.
Mid-Level Quality Assurance Analyst
Open to offersNew to PlatformAbout
Samuel J. N. is a seasoned Quality Assurance Analyst with nearly eight years of progressive experience in the BPO industry, based in Iloilo, Philippines. Starting his career as a Customer Service Representative, he advanced to his current role where he excels in quality assurance, administrative support, and CRM management. His expertise spans multichannel customer support via phone, chat, and email, alongside performance evaluation and quality calibration. Samuel is skilled in utilizing tools and software such as Microsoft Dynamics 365 CRM, NICE inContact (CXone), Genesys Cloud, Canva, and Google Workspace. In his current position at RMS Collect / iQor, he conducts quality evaluations, analyzes trends, and prepares comprehensive quality reports to enhance service quality. His educational background includes a Bachelor of Secondary Education with a major in English from Iloilo Science and Technology University.
Experience
Practice Teacher
San Joaquin School of Fisheries · 2025 — 2026Developed and delivered English lessons based on curriculum standards. Evaluated student performance and maintained academic records while preparing instructional materials to enhance learning. Implemented effective classroom management and communication strategies to create an engaging learning environment.Quality Assurance Analyst
RMS Collect / iQor · 2022 — PresentPerformed quality evaluations of customer interactions to verify compliance with client standards and company policies. Identified trends in quality, facilitated calibration sessions, and provided coaching recommendations to enhance agent performance. Documented audit findings using Microsoft Dynamics 365 CRM and collaborated with operations and training teams to optimize service quality.Customer Service Representative
RMS Collect / iQor · 2018 — 2022Provided customer support through phone, chat, and email, effectively resolving inquiries. Managed customer records and interactions using NICE inContact (CXone) and Genesys Cloud, ensuring compliance with SOPs. Utilized strong communication and problem-solving skills to address customer concerns while adhering to quality and productivity standards.
Skills & Expertise
Education
- Bachelor of Secondary Education, Major in EnglishIloilo Science and Technology University – Miagao Campus · 2022 — 2026
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