Loribeth Perez

CORE COMPETENCIES Communication Leadership & People Management Client & Stakeholder Engagement Reporting (MS Excel) Macro/VBA PowerBI PowerApps SELECTED WORK EXPERIENCE LORIBETH P. PEREZ PROFILE Dynamic and results-oriented QA Team Leader with over 15 years of experience in BPO industry. Has in-depth knowledge in Quality Assurance, Risk & Compliance and Process Improvement. Adept at developing and implementing comprehensive QA strategies, managing performance metrics, and driving continuous improvement initiatives. Excellent communicator with a strong ability to collaborate cross-functionally and mentor team members to achieve organizational goals. CONTACT PHONE: - EMAIL- TRAININGS/CERTIFICATION (ACCENTURE) ▪ Lean Six Sigma Yellow Belt Certified ▪ APQA Certified ▪ Accenture Certification for Quality Associates (ACQuA) Certified ▪ Emerging Leaders Program Certified ▪ Brilliant at Basics Trained & Certified (for Accenture Leads) ▪ Business Advisors Trained ▪ D.A.T.A. Storytelling trained QUALITY ASSURANCE TEAM LEAD ACCENTURE PHILIPPINES September 2021 – Present • Lead a team of QA analysts in conducting thorough evaluations of customer interactions (Onshore & Offshore), identifying areas for improvement, and implementing corrective actions. • Collaborate with clients, operations and other departments to align QA processes with business objectives and client expectations. • Monitor team performance, provide feedback, and develop action plans to address performance issues and support professional growth. • Manage QA reporting and analytics, delivering actionable insights to enhance service quality and client satisfaction. • Onboards new resources, manages capacity planning and QA framework creation & enhancement QUALITY ASSURANCE ANALYST ACCENTURE PHILIPPINES July 2017 – September 2021 • Conducted quality assessments of customer interactions, analyzed data for trends, and provided detailed feedback to support performance improvement. • Assisted in the development of QA guidelines and procedures, contributing to a more streamlined and effective quality assurance process. • Facilitated QA talks, Huddle sessions for new hires and existing staff on quality standards and best practices. • Managed Bottom Performers through QA activities to improve performance • Spearheaded QA support in new programs/lines of business • QA Reporting and Forms creation/automation QUALITY ASSURANCE ANALYST CONVERGYS PHILIPPINES September 2014 – June 2017 • Evaluates Team Leaders’, Trainers’ and Agents’ call/chat. • Audits Team Leaders’ quality evaluation for agents. • Facilitates internal calibrations with Operations and Training. • Renders required phone time to keep up with accounts updates, etc. • Provides Quality talk/lecture to agents in transition. • Facilitates Call listening/Chat review activities. • Team POC • Reports & Data Analysis. • Take parts in Assessment and Interview in hiring new QAs. • Onboards/Trains new Quality Evaluators. EDUCATION BACHELOR OF SCIENCE IN NURSING CLASS OF 2009 Our Lady of Fatima University, Quezon City PHILIPPINE NURSING BOARD EXAM, JUNE 2009 Passed – 82.2%