Ace Manalo

QA Analyst with hands-on experience in call monitoring, call evaluation, QA reporting, and quality assurance across multiple accounts. Experienced in managing call recordings, evaluating agent performance, preparing QA reports and certificates, and handling weekly and month-end monitoring requirements. Detail-oriented, organized, and accustomed to managing multiple QA deliverables within deadlines.

Previous experience in KYC compliance, customer due diligence, and documentation review. Strong attention to detail, organization, and ability to manage multiple tasks within deadlines.

QA Specialist - MBA Consulting Philippines

(2026-05)

• Conduct call quality monitoring and evaluation for assigned accounts.
• Manually retrieve and organize call recordings for daily, weekly, and monthly monitoring requirements.
• Conduct call evaluations based on established QA criteria and account requirements.
• Handle QA activities across multiple accounts, including CIMB, SKYRO, HoneyLoan, PSBank, EWB, and BPI.
• Prepare and maintain QA monitoring documents, including CallMon and Monthly Monitoring.
• Prepare QA Certificates and account-specific QA documentation.
• Prepare and submit weekly and month-end QA reports.
• Process call recording and call evaluation requests and coordinate requirements through email.
• Conduct evaluations for assigned agents, including newly hired agents.
• Maintain accurate QA records and documentation for monitoring and reporting purposes.

QA Analyst (Collections Department) - Mali Lending Corporation

(2025-12 - 2026-05)

• Conducted call quality monitoring to ensure compliance with legal regulations, internal policies, and customer service standards.
• Audited collection documentation and payment arrangements, identifying inconsistencies and improving data accuracy.
• Generated performance and error trend reports to support management decisions and operational improvements.
• Provided coaching and actionable feedback to agents, helping improve call handling, compliance, and customer interaction.
• Investigated customer complaints, ensuring fair collection practices and reducing compliance risks.

KYC (Know Your Customer) Agent - Valeros Velasco Business Solutions, Inc.

(2024-02 - 2025-09)

• Performed customer due diligence and verified client documents in line with compliance standards.
• Monitored and escalated potential risks or suspicious activities to compliance teams.
• Ensured accuracy and confidentiality of customer records while meeting productivity targets.

Merchandiser - Puregold Brookside

(2023-06 - 2023-11)

• Ensured optimal product presentation and availability by maintaining organized displays, monitoring inventory levels, and coordinating with suppliers.

Secondary Education - Camotes Hillside Academy (2019 - 2020)

Secondary Education - Cainta Senior Highschool (2018 - 2019)

Secondary Education - Francisco P. Felix Memorial National Highschool (2014 - 2018)

Primary Education - San Isidro Elementary School (2008 - 2014)