Sem L.

Sem L. is an accomplished Team Leader – Quality Assurance with more than eight years of experience in the global BPO industry. He has led and scaled QA functions for high-volume customer operations, architected QA scorecards and evaluation systems aligned with client KPIs, and driven calibration governance for accuracy across stakeholders. At Global Strategic and iQor Philippines, Sem strengthened scoring consistency, leveraged data analytics and AI productivity tools to provide actionable business insights, and mentored teams of QA professionals overseeing over 200 agents. His work has elevated customer experience and efficiency by optimizing QA frameworks, deploying Excel automation, and conducting executive-level reporting for process improvements. Sem’s leadership in customer service and fleet operations for companies such as Convergys and SIXT Rent-A-Car further demonstrates his ability to deliver measurable results in quality, efficiency, and customer satisfaction.