Rubielyn Yu Abiera

As a Quality Assurance Analyst Team Lead, I strategically and tactically drive QA operations, ensuring robust quality processes and accurate reporting. I lead quality initiatives, manage internal and external audits, and provide comprehensive coaching and performance feedback to my onshore and offshore teams. I'm adept at standardizing QA policies, championing continuous improvement, and evaluating and implementing new QA tools to automate workflows.

I collaborate with stakeholders to identify and resolve workflow gaps, leveraging data-driven insights to enhance program QA and boost efficiency. My expertise extends to managing all QA aspects of releases, from strategy to execution, delivering timely test reports, and leading root cause analysis for defects. A key part of my role is also managing the Voice of the Customer (VOC) process, influencing decision-making to prioritize customer needs, and defining action plans to significantly improve customer satisfaction.

As the Overall Academy Point of Contact for Virgin Media Retentions, I manage Academy accreditation and coaching, including support planning and project management. I deliver training and workshops to employees, ensuring agents interact with clients effectively and align with business objectives.

My role involves monitoring calls to measure performance, identifying service improvement areas, and developing programs to enhance customer experience. I deep dive into data to analyze trends and root causes of errors, providing crucial feedback on agent performance and offering quality intelligence to Team Leads. I also contribute to calibration sessions to ensure consistent alignment scores.

I support processes and recommend next steps based on agent and customer satisfaction, and I actively identify and remove barriers to agent success (e.g., tools, training). I am responsible for identifying and promoting continuous improvement opportunities in training, processes, and policies. Finally, I analyze results and report to stakeholders, conduct performance coaching, and interview potential candidates.

I manage Academy accreditation and coaching, including support planning and project management. I deliver training and workshops to employees, ensuring agents align with business objectives. My role involves monitoring calls to measure performance, identifying service improvements, and developing programs to enhance customer experience. I analyze results and report to stakeholders, conduct performance coaching, and provide improvement plans.

I manage Academy accreditation and coaching, overseeing support planning and project execution. My responsibilities include delivering training and workshops to employees, ensuring agents align with business objectives, and monitoring calls for performance measurement. I identify service improvement areas, develop programs to enhance customer experience, and analyze and report results to stakeholders. I also conduct performance coaching and provide improvement plans.

I manage customer interactions by answering calls, resolving queries, and maintaining accurate customer files. I ensure timely and appropriate handling of requests using various tools, providing cutting-edge service with a friendly, confident, and knowledgeable approach.