LR Lizette Chavez

Experience

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  Transcom

  Jan 2011 - Jan 2016

  Acts as liaison between the client and internal team. Ensures that all departments are aligned with the client’s goals and target. Provides feedback to the client on performance, escalations raised, follow-ups needed. Liaise with account management team in providing said feedback to the client. Audits processes implemented across the organization and effectiveness of action plans in place to ensure that it is directed towards client’s goals and targets. Ensures client escalations are handled accordingly by the escalations team and acted upon efficiently by the Operations team. Ensures client are attended to accordingly when they are on-site Show less Handled multiple campaigns and special projects for Quality. Managed Quality Assurance Specialists for different campaigns, ensuring that they are well trained, onboarded, and performed to meet and exceed expectations. Able to facilitate meetings and calibration sessions with external and internal clients. Ensured that feedback is provided to all Stakeholders by generating reports and providing analytics, providing feedback and read outs as needed, and setting up and/or attending touch-base calls with other stakeholders. Show less

  • Client Operations Manager

    Nov 2013 - Jan 2016

  • Quality Assurance Analyst and Supervisor

    Jan 2011 - Nov 2013
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  Reed Elsevier Philippines

  Mar 2016 - Dec 2017

  Team Manager

  Manage and assign work daily for staff. Monitor accuracy of work. Mentor / Provide assistance to the team. Participate in Operations Reviews. Participates in Hiring and Employee Reviews. Ensures all work is completed according to established policies, procedures, and standards. Participate in business related meetings and follow up on discussion items related to area of responsibility. Prepare reports as requested. Oversee, and as needed, support staff in activities to ensure timeliness and accuracy of relative output. Review, develop and implement process improvements, departmental goals and objectives. Complete other duties as assigned. Show less

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  Transcom

  Dec 2017 - Mar 2021

  Manages 3 lines of business and 2 Quality teams. Ensures that contractual audit obligations are met month-on-month for each line of business. Provides reports on the performance of the line of business assigned to the client, operations and training. Tracks performance of employees, teams and lines of business to identify trends and provide coaching and training recommendations. Provides training to team members to endure skills are up-to-date and relevant.

  • Quality Assurance Manager

    Dec 2017 - Mar 2021

  • Quality Assurance Manager

    Dec 2017 - Mar 2021
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  TaskUs

  Mar 2021 - Jan 2023

  Senior Quality Manager
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  Tech Mahindra

  Jan 2023 - now

  Associate Quality Head