Armand Joshua Reyes

Armand Joshua Reyes- |-Objective: Highly skilled Quality Analyst with 2 of experience in the BPO industry. Proven track record in ensuring quality assurance and process improvement to optimize customer satisfaction. Seeking a challenging role where I can utilize my expertise to contribute to the success of the organization. Summary of Qualifications: ● ● ● ● ● ● ● ● Proficient in conducting quality audits, analyzing data, and generating comprehensive reports. Strong knowledge of quality assurance methodologies and best practices. Skilled in identifying areas of improvement and implementing corrective actions. Excellent understanding of BPO processes, customer service standards, and call center operations. Effective communication and interpersonal skills. Detail-oriented with a commitment to delivering exceptional quality results. Strong organizational and time management abilities. Proficient in using productivity tools and software. Professional Experience: Quality Analyst, TaskUs Meycauayan, Bulacan February 2022 - June 2023 ● ● ● ● ● ● ● Conducted quality audits and evaluations to ensure adherence to company standards and client requirements. Monitored calls, emails, and chat interactions to assess agent performance and compliance. Identified quality gaps and provided actionable feedback and coaching to agents and team leaders. Analyzed quality data and prepared reports highlighting trends, areas of improvement, and recommendations for management. Collaborated with operations and training teams to develop and implement quality improvement initiatives. Participated in calibration sessions to align quality evaluation criteria with team leaders and stakeholders. Assisted in the development and enhancement of quality assurance processes and guidelines. ● ● Conducted root cause analysis and implemented corrective actions to address customer complaints and service issues. Provided training and workshops to enhance the quality mindset and skills of agents and team leaders. Tech Support, TaskUs Meycauayan, Bulacan June 2021 - February 2022 ● ● ● ● ● ● Provided technical support to customers, troubleshooting hardware and software issues. Assisted customers via phone, email, or chat, addressing inquiries and resolving technical problems. Documented customer interactions, solutions provided, and maintained accurate records. Collaborated with cross-functional teams to resolve complex technical issues. Conducted follow-up calls and surveys to ensure customer satisfaction. Assisted in the development and enhancement of knowledge base articles and training materials. Education: Bachelor of Science in Mathematics with specialization in Computer Science. Bulacan State University Malolos, Bulacan 2018 - 2021 Skills: ● ● ● ● ● ● ● ● Quality Assurance and Auditing Data Analysis and Reporting Process Improvement Customer Service Excellence Training and Coaching Call Monitoring and Evaluation Root Cause Analysis Quality Management Systems References: Available upon request ● ● ● ● ● Strong Communication Skills Problem-Solving Skills and Attention to Detail Technical and Administrative Support Virtual Collaboration Proficient in Productivity Tools and Software