Jóhn Hénry A.

Pioneered and established the Quality Assurance Team. Was appointed to lead all Quality Assurance Team of all the departments in operations. Earned 2 successive promotions in 4 years as an Operations Quality Assurance Officer of one of the fastest growing BPO companies.  Established, developed and supervised the Quality Assurance Team  Created MS Excel templates to monitor the operations quality & quantity data and other information needed for analysis  Proposed standard operation procedures (SOPs) and strictly implemented to improve service to clients and lessen the financial risk of the company  Provided employees’ KPIs (based on Attitude, Quality, Quantity, Attendance and Job Knowledge) for their performance incentives and appraisals with agreed & fair judgement and transparent computation  Conducted investigations to employees work errors/variances and gave sanctions based on the fair and understandable judgement.  Directly reported to the Operations Manager and worked closely with the Operations Leads and Assistant Managers about business operations, staff performance, analysis, and reports.  Continuous revision, improvement and adaptation to work flows based on the staff and company needs  Oversee the performance of operations handled through data analysis.