Maris Miranda
@marismiranda
Quality Analyst focused on compliance, call audits, and actionable quality improvements.
PhilippinesWhat I'm looking for
I’m a Quality Analyst with strong analytical, communication, and teamwork skills, and I adapt quickly to new environments. I’m eager to contribute to team success while continuing to develop my professional capabilities through continuous learning and growth.
In my current role at WorkQC+ Group (Australian Company), I conduct daily call audits and validate deals/appointments to ensure quality, compliance, and regulatory adherence. I identify quality gaps, provide actionable feedback, and prepare accurate reports for management review.
Previously, at Sutherland Global Services (T-Mobile), I served as a Team Leader and managed day-to-day contact center operations. I drove English productivity, quality scores, and SLA achievement, conducted performance reviews, resolved escalations, and delivered coaching to help teams meet client and business goals.
Experience
Work history, roles, and key accomplishments
Quality Analyst
WorkQC+ Group Philippines
Oct 2024 - Feb 2026 (1 year 4 months)
Conducted daily call audits and validated deals/appointments to ensure quality, compliance, and regulatory adherence. Identified quality gaps, provided actionable feedback, and prepared accurate reports for management review.
Managed day-to-day contact center operations, driving English productivity, quality scores, and SLA achievement. Conducted performance reviews, resolved escalations, coached team members, and collaborated with leadership to meet client and business goals.
Performed document review and validation, identifying and escalating discrepancies or red flags for compliance. Responded to customer inquiries via email, inbound calls, and outbound calls, and assessed potential fraud and money laundering risks according to compliance guidelines.
Service Crew
McDonald's Luisita
Aug 2017 - Jul 2019 (1 year 11 months)
Provided fast, friendly, and accurate customer service while taking orders and handling transactions. Prepared and served food while maintaining cleanliness, hygiene, and safety standards, and promptly resolved customer concerns.
Education
Degrees, certifications, and relevant coursework
Tarlac State University
Bachelor of Arts, Psychology
Completed a Bachelor of Arts in Psychology at Tarlac State University.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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