Victoria A.
Senior Quality Analyst
Open to offersNew to PlatformAbout
Victoria A. is a dedicated professional with over 12 years of experience in the customer service and operations management sectors. She has a proven track record of driving performance and managing teams, consistently achieving promotions due to her reliability and adaptability. Her expertise lies in quality assurance, where she currently serves as a Quality Analyst, monitoring and evaluating team performance to uphold quality standards at Svelte Training. Previously, she was instrumental as a Team Leader, leading associates to meet and exceed service level goals. Her role at Concentrix Bacolod as a Home Delivery Specialist highlighted her capability in managing logistics, particularly with Less-Than-Truckload (LTL) shipments. Victoria also excelled in positions at IQOR Bacolod and Transcom Bacolod City, handling escalations, conducting thorough troubleshooting, and providing meaningful solutions to complex customer inquiries. Her educational foundation in Business Administration further supports her comprehensive understanding of operations management, enhancing her impact in any organization she collaborates with.
Experience
Quality Analyst
Svelte Training (Freelance) · 2025 — PresentMonitors team performance for compliance with quality standards and operational procedures. Conducts audits and provides feedback while coaching team members to enhance performance. Documents performance trends and identifies process gaps, recommending solutions for improvement.Team Leader
Svelte Training (Freelance) · 2023 — 2025Supervises a team of associates to achieve targets and meet service level agreements. Resolves complex escalations and addresses operational issues to maintain workflow. Facilitates training for new hires and encourages continuous learning within the team.Home Delivery Specialist (Handles LTL Items Delivery)
Concentrix Bacolod · 2021 — 2023Focuses on logistics and delivery issues for Less-Than-Truckload (LTL) shipments. Coordinates between carriers, warehouses, and customers to ensure accurate and timely delivery. Tracks shipment statuses and addresses delivery discrepancies effectively.Specialized Agent
Concentrix Bacolod · 2020 — 2021Handles high-value and sensitive customer concerns that exceed standard support capabilities. Provides specialized assistance and troubleshooting to maintain high customer satisfaction.Customer Service Representative
Concentrix Bacolod · 2020 — 2020Responds to customer inquiries, processes requests, and resolves complaints while achieving high-quality and productivity metrics.OIC Supervisor
IQOR Bacolod · 2018 — 2020Assists the Operations Manager with daily operations, scheduling, and team performance monitoring. Acts as a primary contact for operational and employee-related concerns while ensuring adherence to policies and service standards.Escalations Team Member
IQOR Bacolod · 2018 — 2018Manages unresolved issues and escalated concerns from frontline support. Analyzes root causes and delivers effective resolutions within designated timelines.Subject Matter Expert
IQOR Bacolod · 2018 — 2018Serves as a resource for team members on account processes and policies. Supports training for new employees and informs the team on changes to processes.Customer Service Representative
IQOR Bacolod · 2017 — 2018Delivers quality service by efficiently addressing inquiries, billing issues, and account management.Floor Support – Billing Department
Transcom Bacolod City · 2015 — 2017Provides support to agents handling Billing, Technical, and Retention accounts in real-time. Addresses system errors and assists in difficult customer interactions.Billing Expert / Technical & Retention Specialist
Transcom Bacolod CityManages complex billing inquiries, processes payments, and adjusts accounts. Handles technical troubleshooting and retention efforts to minimize customer churn. Mentors new associates within the department.
Skills & Expertise
Education
- Bachelor of Science in Business Administration (College Level)Bacolod City College · 2008 — 2010
- Secondary EducationNegros Occidental High School · 2004 — 2008
- Elementary EducationEducation and Training Center School III · 1998 — 2004
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