Michael Ryan Cornelio Email & Phone Number

• Manage high-performing team supporting Account/s and provide exceptionalquality assurance services to WNS clients• Drive & improve efficiency, leading to better operating margins with strong focuson governance, timelines and risk management• Deliver sampling and stratification strategy based on Compliance checks , Financialprocesses(volume & Value mix ) Errors, Customer priorities & Agent performance• Responsible for driving performance to meet all Quality metrics, including SLAbaselining, predictive SLA monitoring & reporting• Effective deployment of RCA framework including communication, follow through& training• Responsible for robust documentation of quality standards as agreed with theclient in alignment to TQ Playbook• Digitalization & mistake proofing in Quality Assurance Delivery – embed Digitaltools to strengthen audit mechanism & control framework • Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience• Ensure continued alignment of account to ISO standards through checks & audits• Foster a spirit of continuous learning & collaboration across teams – careerdevelopment, coaching & mentoring

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  Pamantasan Ng Lungsod Ng Maynila

  Registered Nursing/Registered Nurse