Lloyd Escario Email & Phone Number

Toronto, On, Ca

North York, Ontario, Canada

Investigates and identified quality issues to uncover root causes and explore potential corrective actionsDetects department level problems by monitoring activities and reporting on findingsUses consistent and fair assessment procedures to achieve optimal audit resultsDesigns quality guidelines and procedural manuals to communicate important information with end users

Cebu, Central Visayas, Philippines

Established procedures and Quality StandardsReviewed current standards and policiesKept records of quality reports and statistical reviewsAnalyzed quality control test results and provided feedback and interpretation to production management and staffWorked successfully with diverse group of co-workers to accomplish goals and addressed issues related to our products and servicesWorked closely with team members to deliver project requirements, develop solutions and meet deadlinesPrioritized and organized tasks to efficiently accomplish service goalsDemonstrated leadership by making improvements to work processes and helping train others

Philippines

Senior Manager of Quality Assurance for Cebu, BGC and Kansas City USACreated and Implemented Quality Check List for all programsCreated and Executed 3P Analytics for all partner clientsProvided analysis on process improvement and shared to all stakeholdersProvided closed loop business insights to all stakeholders

Managed a total of 21 Quality Evaluators and 1 QA supervisorDedicated QM for a US Online Retail AccountSpearheaded analytical projects and provides information to business leadersFostered QA development, growth and career advancements

Cebu

Lead team members, foster their professional development and growth, and promote teamwork and cooperation. Identify and analyze current programs and processes within the department that require quality improvement. Develop and implement improvements where appropriate.Facilitate quality internal and external calibration sessionsMonitor and track progress and effectiveness of department quality projects.

Region Vii - Central Visayas, Philippines

Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream's mission.Provide day-to-day supervision and management of directly assigned team of Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.

Region Vii - Central Visayas, Philippines

Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans.Prepare, process and conduct annual performance appraisals for assigned Support Professionals on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.

Region Vii - Central Visayas, Philippines

Provides support to the team, ensuring all objectives and tasks are met.Updates Call Quality Monitoring Databases (Call Lists, Audit/Look Out Databases, etc.)Tracking of audits and program compliance