Lyka Famucol

Experienced BPO professional with a background in Quality Assurance, Human Resources, Team Leadership, Training, and Healthcare Operations. Skilled in documentation, data processing, employee support, performance monitoring, reporting, and handling confidential information. Strong fit for non-voice, back-office, QA, HR, administrative, and remote roles, with proven ability to work independently and meet quality and productivity targets.

Assistant Supervisor – Quality Assurance at 409 Central Hub, Inc. (2025-11 – 2026-09)

• Led quality assurance activities, monitored team performance, conducted audits, and provided coaching to ensure accuracy, compliance, and BPO quality standards.
• Prepared performance reports, handled escalations, coordinated with Operations, and provided process guidance while maintaining productivity and service standards.

Trainer – Quality Assurance at 409 Central Hub, Inc. (2025-01 – 2025-10)

• Facilitated training for new hires and employees on processes, systems, and workflows based on company and client requirements.
• Evaluated trainee performance, provided coaching, maintained training documentation, and supported employees transitioning to production.

Team Lead – Quality Assurance at 409 Central Hub, Inc. (2024-06 – 2024-12)

• Managed employees by monitoring quality, productivity, attendance, and performance while providing coaching, handling escalations, and preparing operational reports.

QA Specialist at 409 Central Hub, Inc. (2023-08 – 2024-05)

• Conducted quality audits of revenue cycle transactions and documentation, identified performance gaps, provided feedback, maintained quality reports, and supported process improvement.

Human Resource Officer at World Citi Colleges (2022-01 – 2023-07)

• Supported HR operations, recruitment and onboarding, employee records, attendance, documentation, and confidential employee information while coordinating with employees and management.

Human Resource Staff at Assumption Specialiaty Hospital and Medical Center, Inc. (2021-01 – 2022-01)

• Supported HR operations by assisting with employee concerns, recruitment and onboarding, maintaining confidential records, and preparing accurate HR reports and documentation.

Bachelor of Science in Psychology – Our lady of Fatima University – Antipolo (2015-07 – 2019-03)

Master of Arts in Education Major in Educational Management – St. Joseph's College of Quezon City (2023-01 – 2023-08)