Nina De Vega

Results-driven Quality Auditor with extensive expertise in root cause analysis and non-conformance investigations. Proven ability to enhance testing capabilities through effective cross-functional collaboration, ensuring a meticulous approach to addressing quality issues. Committed to innovating production methods that align with team objectives and management's SLA and KPI metrics. Adept at creating and refining frameworks to drive continuous improvement and operational excellence.

Sr. Specialist, Customer Service Training & Quality Assurance (TQA) - BTSE

(2024-08 - 2026-04)

• Oversaw the development and implementation of comprehensive training materials and onboarding exercises for new hires.
• Conducted pre-training and post-training evaluations to assess the effectiveness of training programs.
• Managed medium to high-level difficulty ticket reassignments, ensuring timely resolution of customer issues.
• Collaborated with cross-functional teams to enhance the quality of customer service at BTSE.
• Prepare, update, and implement CS quality assurance policies and procedures (SOPs)
• Perform routine CS ticket quality tests and agent calibration sessions together with the QA team lead
• Identify, investigate, and resolve workflow issues
• Track, document, and report quality levels to the CS Team and management as needed
• Create applicable training materials and Operating manuals as needed
• Provide training and support to CS agents that cover systems, policies, and procedures (SOPs)

In-House Quality Auditor (E-commerce) - Bytedance Inc

(2023-04 - 2024-04)

• Manage model labeling requests from algorithm and policy team.
• Conduct regular/adhoc training and calibration to BPO partners on the data labeling SOP to assure BPO fully understand the SOP, and delivery with high quality.
• Monitor BPO agent and QA's accuracy and utilization rate to keep achieving the target to assure high level accuracy and efficiency.
• Identify and address the risk, present findings to stakeholders and make data-driven recommendations for process optimization, and drive solutions implemented with BPO sites.
• Output data report for specific market to assure transparency among internal and external teams.
• Responsible in guiding new joiners in order to achieve ramp-up target;
• Collaborate closely with the global resource management team to manage specific markets' BPO's performance with complying the compliance protocols, and company policies.
• Informing the stakeholders for unseen scenarios that might affect the completion of the deliverables and providing assistance related to the BPO Market we're handling.
• Oversee the performance of the BPO (PH Market) and take over other Markets (Specifically US and UK) when the assigned IHQA is not around.

Quality Assurance Auditor (Trust and Safety) - Accenture Inc.

(2020-12 - 2023-04)

• Closely observed operations to ensure workflows and processes complied with the client's given policies.
• Prepared and submitted reports to supervisors on the teams' weekly performances and corrective actions.
• Led investigations into quality-related issues, determining root causes and implementing preventive measures to eradicate identified problems by means of coaching.
• Amplified productivity by monitoring team activities and identifying areas for improvement.
• Trained and coached agents on a weekly basis to help them in areas that might cause them not to meet the SLA of the operation.
• Conducting weekly calibration with the team and client to discuss diff cases and any process improvements.
• Responsible for newcomers/new hires' nesting period on which we conduct policy training and make sure that all updates will be cascaded and should be applied on their actual review.

P0 Escalation Specialist / Content Reviewer (Trust and Safety) - Accenture Inc.

(2018-05 - 2020-12)

• Handled escalations from the Top Partner and P0/P1 developers affiliated to Google Play Store.
• Maintain the 97% target scorecard set by the client to be able to stay with the team.
• Assist the top partner developers with their queries about how their applications were flagged or taken down.
• One of the pioneers of Project Dynasaur, a tool implemented to lessen the expense and helps improve the overall process of a specific workflow. This project was a success and the overall operation has been utilizing this up to date.

Bachelor of Science - Hotel and Restaurant Management - Dominican College of Tarlac (2018)