Rhoneil Arellano

Experienced professional in the BPO industry, a seasoned call center quality assurance advocate with exposure in both local and international campaigns, from Sales, Market Research, Telco, Lead Generation, Food Industry, Financial and Healthcare, for process development and establishing QA framework for both voiced, non-voice and back office processes, identifying and resolving potential gaps thru process development and process improvement programs.

• Daily management, coaching, mentoring and motivation of direct reports to assure reporting requirements and performance metrics are met
• Measure process performance gaps via recorded monitoring and case audits
• Develop internal control systems to determine if process/systems are producing accurate data in accordance with company policies and procedures, proactively address and potential risk within the QA leadership
• Design process improvement and process development programs for various LOBs supported
• Create seamless process for developmental requirements and systems for Quality team

Completed four year Bachelor of Science in Commerce at Arellano University, major in Business Management; finsihed secondary educato at Cainta Catholic School