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MJ User

@mjuser1

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Results-driven program leader specializing in quality assurance and process improvement.

Philippines

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What I'm looking for

I seek a leadership role where I can drive operational excellence, apply Lean Six Sigma to improve processes, lead cross-functional teams, and deliver measurable business outcomes in a collaborative environment.

I am a results-driven Program Success Lead with 9+ years of experience in quality assurance, process improvement, and team leadership across fintech and social media sectors.

I have led vendor-managed QA teams and designed QA frameworks. Those initiatives delivered measurable process optimizations that enhanced service delivery and customer satisfaction.

I'm certified (CAPM) and trained in Lean Six Sigma and Kaizen. I apply data analysis and root cause methodologies to eliminate waste and reduce variability.

I partner with senior leaders and cross-functional stakeholders to align programs to KPIs and drive sustainable operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Program Success Lead

Current

Anchored Solutions Manila

Mar 2025 - Present (6 months)

Lead and manage comprehensive projects to enhance people and process performance across multiple departments; develop and implement strategic initiatives that optimize operational efficiency and align program objectives with organizational KPIs.

Program Management Process Improvement People Management Stakeholder Management KPI Tracking Vendor Management Quality Assurance Data Analysis

QA Program Specialist

Coinbase

Jan 2020 - Jan 2025 (5 years)

Managed and led high-performing QA vendor teams, ensuring consistent quality standards and implementing QA frameworks and process improvements within Customer Experience to enhance service delivery.

Vendor Management Quality Assurance Process Improvement Customer Experience Cross Functional Collaboration Root Cause Analysis Performance Optimization Stakeholder Management

Senior Quality Analyst

Cognizant

Jan 2016 - Jan 2020 (4 years)

Led a team of Quality Analysts supporting a major social media company's customer experience operations and executed process improvement projects that improved operational efficiency and customer satisfaction.

Quality Analyst Root Cause Analysis Process Improvement Customer Experience Team Leadership