MPMichael Pilongo
@michaelpilongo
Experienced QA Analyst specializing in call-center quality, recruitment support, and process improvement.
PhilippinesWhat I'm looking for
I am an experienced QA Analyst with a background in call and digital interaction auditing, root cause analysis, and quality control process development. I have led calibration sessions, produced dashboards, and facilitated team leader huddles to drive measurable quality improvements.
My earlier roles include online recruiting and customer service positions where I sourced, screened, and coordinated candidates while supporting hiring managers and maintaining talent pools. This recruitment experience strengthened my communication and candidate-evaluation skills.
I bring technical proficiency with BPO quality tools and practical skills in documentation, meeting minutes, and video editing for training and feedback content. I consistently apply strong attention to detail and analytical abilities to spot trends and errors and to recommend corrective actions.
I seek to contribute to a customer-focused operations or quality team where I can continue improving processes, coach teams, and deliver clear, data-driven quality insights that support organizational goals.
Experience
Work history, roles, and key accomplishments
QA Analyst
FGC+
Oct 2022 - Dec 2025 (3 years 2 months)
Audited calls, emails, and texts to improve service quality, prepared weekly dashboards highlighting trends, and led calibration sessions that reduced recurring client escalations through root cause analysis.
Online Recruiter
People Plus Tech
Jan 2022 - Oct 2022 (9 months)
Sourced and screened qualified healthcare professionals, conducted in-depth phone interviews, and managed candidate follow-ups to fill open positions efficiently.
Contractual Recruiter
iQor
Oct 2020 - Dec 2020 (2 months)
Collaborated with hiring managers to fill temporary roles by posting ads, reviewing applications, conducting initial screenings, and scheduling interviews to maintain a qualified talent pool.
Customer Service Representative
Office Partners 360
Jul 2019 - Dec 2019 (5 months)
Responded to multi-channel customer inquiries, assisted with orders and returns, and resolved complaints while escalating complex issues to supervisors to maintain high customer satisfaction.
Customer Service Representative
People Plus Tech
Sep 2017 - Jul 2019 (1 year 10 months)
Provided customer support across channels, diagnosed and troubleshot remote system issues, and ensured optimal performance and accuracy of remote-control systems.
Education
Degrees, certifications, and relevant coursework
USUniversity of St. La Salle
Bachelor of Science, Psychology
2009 - 2013
Completed a Bachelor of Science degree with a major in Psychology from June 2009 to March 2013.
University of St. La Salle - Integrated School
High School Diploma, General Secondary Education
2005 - 2009
Completed High School Diploma at the University of St. La Salle Integrated School from June 2005 to March 2009.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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