Glenn Siso

Results-driven BPO Supervisor and Quality Operations professional with years of experience managing high performance teams in fast-paced outsourcing environments. Proven track record of improving SLA adherence, enhancing quality accuracy to 99%, and reducing customer escalations through strategic KPI monitoring, structured coaching, and process optimization. Strong expertise in quality assurance, workforce coordination, and cross-functional collaboration with consistent delivery of productivity improvements and operational efficiency while maintaining exceptional client service standards.

Quality Analyst at Oasis Outsourcing Limited/Solvo Global (2025-01 – Present)

• Conduct comprehensive quality audits on 13,200+ cases weekly across multiple service lines, maintaining 99% quality accuracy rate through systematic evaluation processes and adherence to QA frameworks.
• Reduced repeat errors by 90% through detailed root cause analysis, implementation of targeted corrective action plans, and development of agent-specific improvement strategies.
• Delivered structured QA feedback sessions and one-on-one coaching that improved average agent quality scores from 82% to 96%, directly impacting client satisfaction metrics.
• Led weekly calibration meetings with team leaders and QA specialists to ensure evaluation consistency, alignment on quality standards, and fair scoring practices across all evaluators.
• Generated and presented comprehensive quality performance reports to senior leadership, highlighting trends, areas for improvement, and actionable recommendations for operational excellence.

Team Leader/Supervisor at Oasis Outsourcing Limited/Solvo Global (2023-01 – 2024-12)

• Managed team operations and agent performance for multiple client accounts, ensuring consistent delivery of service excellence and adherence to client-specific requirements and quality standards.
• Implemented process improvements that reduced operational bottlenecks by 40%, streamlining workflows and enhancing overall team efficiency and output quality.
• Collaborated with operations managers and quality teams to identify opportunities for continuous improvement and ensure alignment with organizational goals.
• Monitored and analyzed critical KPIs including Average Handle Time (AHT), Service Level Agreement (SLA) compliance, Customer Satisfaction (CSAT) scores, and error rates, delivering weekly performance reports and action plans to senior management.
• Maintained 99%+ quality accuracy by establishing robust QA feedback loops, conducting regular coaching sessions, and implementing real-time quality monitoring processes.
• Conducted daily Stakeholder engagement.

Supervisor at Bogner & Partners (LCAP GROUP, UK), (OCULAI GMBH, Germany) (2024-01 – 2025-12)

• Led and managed a high-performing team of 21 in a fast-paced BPO environment, consistently achieving 98%+ SLA adherence, productivity targets, and quality benchmarks.
• Improved team productivity by 25% through strategic workflow restructuring, elimination of operational bottlenecks, and implementation of best practices in task prioritization and time management.
• Maintained 96%+ quality accuracy by establishing robust QA feedback loops, conducting regular coaching sessions, and implementing real-time quality monitoring processes.
• Reduced customer escalations by 35% through effective issue resolution training, empowerment of agents for first-contact resolution, and proactive identification of recurring service gaps.
• Monitored and analyzed critical KPIs including Average Handle Time (AHT), Service Level Agreement (SLA) compliance, Customer Satisfaction (CSAT) scores, and error rates, delivering weekly performance reports and action plans to senior management.
• Coordinated daily team workflows, managed shift schedules, and provided ongoing staff development through targeted training programs and performance improvement initiatives.

Web Researcher at Oasis Outsourcing Limited (2022-01 – 2024-01)

• Processed and verified 320+ research records daily with 99.5% accuracy, demonstrating exceptional attention to detail and data quality management.
• Reduced data errors by 80% through implementation of systematic verification checks, double-validation processes, and quality control protocols.
• Consistently exceeded productivity targets by 110% while maintaining superior quality standards, recognized as top performer in research department.
• Supported quality assurance initiatives by providing feedback on research processes and trained 8+ new researchers on best practices, tools, and quality standards.

Bachelor of Business Management in Business Management – Maseno University (2018 – 2022)