Jb Miñoza

Results-driven operations professional with 4+ years of BPO experience spanning quality assurance leadership, customer support operations, process automation, and AI-assisted systems development. Proven ability to build end-to-end QA frameworks, manage multi-vertical teams, drive CSAT and efficiency improvements, and independently engineer automation tools that eliminate manual workflows. Equally effective as a team lead, individual contributor, technical builder, or cross-functional coordinator — consistently delivering measurable outcomes in fast-paced, high-volume environments.

Quality Assurance Team Lead - Flatworld Philippines - Davao, PH

(2025-09)

• Direct QA operations across 8+ verticals (E-Commerce, Lead Generation, B2B/B2C, InsurTech, EdTech); manage workload distribution, queue oversight, and calibration for a team of Quality Analysts.
• Develop and maintain SOPs, quality frameworks, audit rubrics, and response guidelines; produce CSAT trend reports and performance narratives with risk flags and corrective action recommendations for stakeholders.
• Coordinate new campaign onboarding timelines — defining scope, assigning owners, and tracking deliverables to go-live; onboard and coach new analysts to ramp-to-performance benchmarks.
• Sole developer and architect of a production-grade Quality Monitoring System (QMS) via Claude Code — replacing a manual Excel-based audit process with an automated platform featuring RBAC, dispute resolution, SLA engines, calibration modules, and real-time notifications.

Quality Assurance Supervisor - Alorica - Philippines

(2024-02 - 2025-09)

• Supervised QA for high-volume CS accounts; managed analyst teams and owned all client-facing quality deliverables end-to-end across voice, email, and chat channels.
• Independently designed and deployed an automated audit email reporting system — eliminating manual workflows, auto-populating agent scores, and reducing per-audit turnaround time significantly.
• Handled complex escalations and billing disputes; led calibration programs and drove CSAT, FCR, and AHT improvement through data-linked coaching plans.
• Coordinated onboarding rollouts and training programs for incoming QA analysts; completed Alorica Supervisory Development Program.

Quality Assurance Analyst (Pioneer) - Alorica - Philippines

(2023-08 - 2024-02)

• Selected as a pioneer QA Analyst for a flagship account launch with one of the world's largest search engines — built audit frameworks, calibration standards, and SOPs from scratch before go-live.
• Collaborated cross-functionally with operations, training, and client teams; fast-tracked to supervisory promotion within 7 months based on quality scores and initiative.

Customer Service Representative - Alorica - Davao, PH

(2022-05 - 2023-08)

• Consistently exceeded KPIs in CSAT, first contact resolution, and average handle time across high-volume voice, email, and chat queues.
• Handled billing follow-ups, membership concerns, escalated refunds, and technical troubleshooting; developed frontline insight that informed later QA system design.

Senior High School - Humanities and Social Sciences (HUMSS), K-12 - St. Peter's College of Toril (2022-05)