Zeto Lord Cubong

With over 8 years of experience in the BPO industry, I have cultivated a diverse skill set and expertise in various roles, including Subject Matter Expert (SME) and Floor Walker, Device Analyst, Quality Analyst, Process Trainer, and currently, Quality Team Lead. My journey has been marked by a dedication to excellence and continuous improvement, driven by a passion for delivering top-notch results.

As a Quality Team Leader , I have led a pioneer and pilot account, collaborated with corporate Quality to create SOPs, and developed call flow processes. I have been the Point of Contact (POC) for AHT improvement projects (Green Six Sigma, ongoing) and led a Lean Six Sigma project to streamline knowledge management processes. My role also involves answering client quality escalations, conducting quality call deep dives, and spearheading quality improvement initiatives.

In my previous position as an Executive Global Complaint Trainer, I handled the onboarding and training of new hires and redeployed employees, conducted process and product training, and facilitated monthly knowledge-based assessments and quality calibrations.

As a Quality Analyst, I managed and audited complaint records, provided coaching and feedback to analysts, conducted monthly Vitality Training, and delivered Account tool Training.

During my tenure as an Analyst, I triaged and registered complaint emails, performed follow-ups, and maintained complaint records until closure.

I served as a Customer and Technical Support Associate, Pilot Representative, Quality Assurance Reviewer, and Subject Matter Expert and Floor Walker, managing customer escalations and supervisory calls.

My expertise spans managing customer escalations, resolving technical issues, conducting quality assurance reviews, training new hires, and leading quality improvement projects. I am passionate about fostering a culture of quality and continuous improvement, empowering teams to achieve their full potential, and driving success through strategic initiatives.

Let's connect and explore opportunities to collaborate and achieve excellence together.