Carlito Diaz

Results-driven Quality Analyst with extensive experience in the BPO industry, specializing in quality assurance, customer service performance evaluation, process improvement, coaching, and compliance. Strong background in monitoring interactions, identifying performance gaps, delivering actionable feedback, and supporting operational excellence. Recognized for attention to detail, analytical thinking, and commitment to improving customer experience and business outcomes.

Quality Analyst - Acquire BPO

(2023-02 - 2026-07)

• Conducted quality audits of customer interactions across voice, chat, and email channels to ensure compliance with client requirements and company standards.
• Facilitated calibration sessions with operations teams to maintain scoring consistency and alignment with quality expectations.
• Identified performance trends and provided actionable recommendations to improve agent performance and customer experience.
• Delivered detailed coaching feedback and performance insights to support continuous development and quality improvement initiatives.
• Generated and analyzed quality reports to support operational decision-making and business performance objectives.
• Ensured adherence to client requirements, company policies, procedures, and quality standards.
• Developed and maintained Quality Assurance dashboards to track team performance, monitor key quality metrics, and provide data-driven insights.
• Created scorecard dashboards for individual Service Support Officers (SSOs), enabling self-monitoring and performance management.
• Produced monthly QA performance reports highlighting top-performing agents, key achievements, strengths, improvement opportunities, and overall quality trends.
• Presented quality performance results, findings, and recommendations to stakeholders to support operational excellence and continuous improvement initiatives.
• Utilized data analysis techniques to identify recurring issues, monitor quality trends, and recommend process improvements.

Customer Service Representative - Probe CX

(2022-05 - 2023-02)

• Provided technical support and troubleshooting assistance to customers through live chat channels.
• Diagnosed customer issues, identified root causes, and delivered effective resolutions in a timely manner.
• Maintained a high standard of customer service by demonstrating professionalism, empathy, and clear communication.
• Assisted customers with account-related concerns, product inquiries, and technical issues while ensuring customer satisfaction.
• Followed company policies, procedures, and service-level agreements (SLAs) to deliver accurate and efficient support.
• Built positive customer relationships by providing a friendly, customer-focused approach and ensuring a seamless support experience.

Customer Service Representative - Alorica Inc.

(2022-02 - 2022-05)

• Provided customer support via phone, assisting with account inquiries, service plans, billing concerns, and basic technical troubleshooting.
• Guided customers through plan upgrades, service modifications, and account changes based on their needs and preferences.
• Resolved customer concerns efficiently while ensuring compliance with company policies and procedures.
• Assisted customers with account-related issues, product inquiries, and technical concerns to deliver a positive customer experience.
• Maintained accurate documentation of customer interactions, account updates, and resolutions within company systems.
• Demonstrated strong communication and problem-solving skills to identify customer needs and recommend appropriate products and services.
• Built positive customer relationships by providing professional, friendly, and customer-focused support.
• Consistently worked to achieve customer satisfaction by delivering timely and effective resolutions.

Customer Service Representative - Tech Mahindra Limited

(2015-06 - 2022-01)

• Managed and resolved complex customer concerns related to technical issues, account profiles, and service-related inquiries.
• Investigated unresolved cases by conducting detailed troubleshooting and coordinating with relevant support teams to achieve timely resolution.
• Monitored open incidents and service requests to ensure issues were addressed within established service level agreements (SLAs).
• Provided customers with regular updates on the status of their concerns, ensuring transparency and a positive experience.
• Performed root cause analysis on recurring technical issues and documented findings to support continuous improvement initiatives and problem resolution.
• Collaborated with internal stakeholders to identify trends, recommend solutions, and improve overall service delivery.
• Created and maintained user profiles and system access for newly hired personnel, ensuring compliance with company policies and security requirements.
• Assisted with password resets, account administration, and tool access management to support operational efficiency.
• Maintained accurate documentation of customer interactions, technical issues, and resolutions in accordance with company procedures.
• Consistently delivered high-quality customer service while managing multiple priorities in a fast-paced technical support environment.

Sales Clerk - Grocer E Taytay

(2012-06 - 2012-11)

Dispatching DR / Stock Clerk - SM Appliance Center SACI Corp.

(2011-03 - 2011-06)

Checker - A&P Services Inc.

(2010-06 - 2010-11)

Picking Area Staff - Monde M.Y. San Corporation

(2007-09 - 2008-03)

Fryman - Uptown Connection Food Exchange

(2006-07 - 2007-01)

Pantry / Fryman - Jollibee Food Corporation

(2005-03 - 2005-09)

Bachelor of Science - Information Management - University of Rizal System, Binangonan, Rizal (2008 - 2009)