Marc Emmanuel

With over 10 years of experience in the BPO industry, specializing in compliance, fraud prevention, and quality assurance within high-risk, regulated accounts. I have developed a comprehensive understanding of regulatory standards and industry best practices, ensuring that operations consistently meet compliance requirements while maintaining high-quality service delivery.

CS Compliance Officer at TDCX PH (2019-02 – 2025-04)

• Conduct audits for suspected fraud and statistical manipulation to ensure compliance with company policies and regulatory requirements, safeguarding organizational integrity and reputation.
• Ensure GDPR compliance by protecting personal data through lawful processing, confidentiality, and data protection controls; support data subject rights and collaborate with PR and Legal teams to address privacy risks and compliance issues.
• Utilize Salesforce (CRM) and Jira to track compliance cases, while leveraging Activity Logs for IP tracking and Speechminer for forensic call analysis to identify policy violations.
• Analyze large datasets using MS Office and Google Workspace (Suite) to generate compliance reports and visualize fraud trends for stakeholders.

Quality Analyst at CGI PHILIPPINES (2017-03 – 2019-01)

• Perform regular audits and weekly calibration sessions with clients to align on performance metrics, refine quality benchmarks, address any concerns or discrepancies and ensure adherence to quality standards and client expectations.
• Develop and implement targeted coaching plans based on audit findings to enhance agent skills, boost productivity, and drive continuous performance improvement.

Shift Lead, Quality Analyst at TaskUS PH (2015-04 – 2016-05)

• Review and verify submitted documents related to private car applications.
• Ensure peer submissions align with company standards by conducting ATA audits for accuracy and consistency.
• Monitor teammates' performance, compile detailed EOD reports to track progress, identify issues, and ensure team goals are met.

Bachelor of Science in Hotel and Restaurant Management – Hagonoy Institute of Technology (2011 – 2012)