Aaron Matthew A. Ang
Philippines
--Summary of Qualifications
10 years of extensive experience as a freelance writer in various niches.
o
o
o
Written thousands of articles over the course of a decade
Ghostwriter for several eBooks covering diverse topics
Sample of niches written about:
Business
Health
Personal and Business Finance
Advertising and Sales Copy
Pets
Relationships
Leadership and Management
Sports
14 years of experience in BPO; three years in Director capacity
Graduate of B.S Psychology: Lyceum-Northwestern University (2004)
Supported Quality for programs in the following (voice, chat, email, & back
office):
o Technical:
Telco: Comcast, Sprint General Care, AT&T U-VERSE, Intriga
Mobility
Mobile & Electronic Devices: Samsung Telecommunications
America, Samsung Electronics America
o
Financial:
PayPal, NetSpend, Prepaid North Debit Card, Prime Signature
Card, American Express: Bluebird, Certegy
o
Others:
Ceridian Healthcare,
Marketing Inc.
Major
League
Baseball,
Harte-Hanks
Career Highlights
Operational Support & Value Add
Developed end-to-end Root Cause Analysis process for VOC which translated
to operational action plans, thereby improving program VOC scores and
training methodologies.
Was sent to Monterrey, Mexico to organize and establish firm quality
processes and increase Quality scores as per client target.
Implemented an Extended Learning Program as part of the update
management process. This is an online exam done weekly to test agents’
product knowledge and used test results to improve agent opportunities.
Quality Management System
Designed and implemented COPC-adherent transaction monitoring process to
ensure both process level and agent level requirements are met
Created a Monitoring Improvement Plan and Red Flag process to reduce
common pitfalls and drive CSRs’ consistency in Quality adherence.
Revised and designed Quality monitoring forms as per client, business, COPC
requirements, and findings based on correlation studies.
Standardized calibration processes across multiple programs; launched Audit
the Auditor process to measure the accuracy and check content substance of
QAs’ evaluations.
Standardized hiring process for Quality personnel; created and implemented
Minimum Skill Requirement, exams & and measures of validation.
People Engagement & Development
Launched site-wide QA Apprentice Program—a 3-month long people
development initiative encouraging CSRs to attend classroom-based trainings
to understand Quality principles and methodologies such as Pareto, Ishikawa
Diagram, Excel, Root Cause Analysis, Calibration, etc…; end goals are to
motivate, educate employees, and have a pool of resources available for pullout should the business need arise.
Designed a granular Performance Measurement System to accurately record
QAs accomplishments and job execution; this includes clear, objective, and
achievable KPIs for Quality personnel; established monthly performance
reviews for QAs.
Cross trained multiple QAs to provide support to multiple programs.
Developed course materials/learning modules as part of QAs’ development
program; this includes but is not limited to Quality Program Design, Quality
Form Design, Basic and Advanced Excel; Intro to Six Sigma; Calibration
Metrics, Root Cause Analysis, etc…
Efficiency: Streamlined reporting methodologies; reduced reporting time from
3 hours to 45 minutes; Increased evaluation sample size of each QA to 300%
Professional Background
Quality Director
Concentrix
Quezon City
2018
Quality Director
Transcom Worldwide, Inc.
Mandaluyong City
2015 to 2017
Senior Quality Manager
FIS Global Philippines, Inc
Makati City
2012 to 2015
Process Improvement Manager
Harte-Hanks Philippines, Inc.
Taguig City
2010 – 2012
Assistant Quality Manager
Sutherland Global Services, Inc.
Makati City, Tarlac City, and Davao City
2006 –2010
CSR
ICT Marketing Services
Makati City
2004 –2006