Debie Anne Tongol QUALITY ASSURANCE ANALYST

Quality Assurance Analyst

Firstsource Solutions

Jan 2024 - Current (2 years 7 months)

• Participates in the design of call monitoring formats and quality standards. • Performs call and case monitoring and provides trend data to the site management team. • Provides actionable data to various internal support groups as needed. • Leading internal and external calibration. • Facilitating Quality Talk and Critical Error Performance Management. • Provides feedback to team leaders and managers. • Leading the automation project for enrollment and audit process. • Prepares internal and external quality reports for management staff review.

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Quality Control Analyst

Omega Health

Dec 2022 - Jan 2024 (1 year 2 months)

• Participates in the design of call monitoring formats and quality standards. • Performs call monitoring and provides trend data to the site management team. • Provides actionable data to various internal support groups as needed. • Led internal and external calibration. • Facilitating Quality Talk and Critical Error Performance Management. • Provides feedback to team leaders and managers. • Prepares internal and external quality reports for management staff review.

Quality Assurance Analyst

Full potential solutions

Jan 2021 - Dec 2022 (2 years)

• Participates in the design of call monitoring formats and quality standards. • Performs call monitoring and provides trend data to the site management team. • Provides actionable data to various internal support groups as needed. • Led internal and external calibration. • Facilitating Quality Talk and Critical Error Performance Management. • Provides feedback to team leaders and managers. • Prepares internal and external quality reports for management staff review.

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Recruitment Consultant

Rod and staff Recruitment Group

Aug 2018 - Feb 2020 (1 year 7 months)

• Select qualified job applicants or refer them to managers, making hiring recommendations when appropriate. • Review employment applications and job orders to match applicants with job requirements. • Perform searches for qualified job candidates, using sources such as computer databases, networking, Internet recruiting resources, media advertisements, job fairs, recruiting firms, or employee referrals. • Contact job applicants to inform them of the status of their applications. • Interview job applicants to obtain information on work history, training, education, or job skills. • Meeting with prospective clients, building and managing business relationships. • Input candidates'/clients' information to a recruitment database or CRM.

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Marketing and Sales

Global Synergy Employment PTE. LTD. (Singapore)

Jan 2018 - Jul 2018 (7 months)

• Leveraged direct marketing, industry partnerships, and social media platforms to maximize marketing strategy success. • Directed canvassing plans to facilitate consistent, high-quality appointments. • Implemented, executed, and strategically expanded business channel partnerships and program initiatives. • Spearheaded successful branding initiatives, sales strategies, and public relations approaches to underpin and enhance marketing campaign deployment. • Helped sales and marketing team members continuously improve product knowledge, skill set, and career-building potential by motivating strong revenue numbers and continued promotional success. • Collaborated with upper management to implement continuous improvements and exceed team goals

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OJT Coach / Subject Matter Expert (SME)

Optum Global Solutions (UNITED HEALTHCARE)

Aug 2014 - Jan 2018 (3 years 6 months)

• Supervised trainees in providing excellent customer service to callers requiring assistance with their health insurance issues. • Worked with operations and training to resolve product-related problems, improve operations and provide exceptional customer service. • Negotiated agreements between agents to clarify misunderstood directions and resolve conflicts affecting performance. • Managed quality assurance program including on site evaluations, internal audits and customer surveys. • Taking escalated and supervisor calls.

Debie Anne Tongol

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