Christine Balbalosa

I have built a career in the BPO industry starting as a telephone banker for a financial institution based in the US where my primary responsibilities included addressing basic banking queries to discussing account-specific details. I have continued being a customer phone support for 3 weeks for another company then was promoted to Quality Assurance Specialist, a job which I performed for 4 years. My key responsibilities included constant monitoring of all transactions to ensure compliance to client-set standards, preparing reports for company stakeholders to show performance progress as well as identifying areas of opportunities and providing recommendations for improvement. After 4 years, I was promoted to Quality Associate Manager. As the primary POC for Quality, my primary functions were to monitor and supervise a team of Quality Specialists, analyze performance trends and present them to stakeholders together with recommendations. I was also a part of the Talent Acquisition for my previous company for a year and was tasked to conduct applicant interviews, data analysis and client engagement.