Quality Head at ePLDT Ventus
Philippines
- Current
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- Quality Group Head at ePLDT Ventus
- Past
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- Service Quality Head at ePLDT Ventus
- Senior Manager at Ingram Micro
- Manager at ePLDT, Vocativ Systems Inc
- Citiphone Shift Supervisor at Citibank NA
- Citiphone Officer at Citibank N.A.
- Education
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- De La Salle University
- De La Salle Santiago Zobel School
- St. Benilde College
- Connections
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65
connections
- Industry
- Outsourcing/Offshoring
- Websites
Roxanni Zafra’s Experience
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Quality Group Head
ePLDT Ventus
(Outsourcing/Offshoring industry)
April 2009 — Present (9 months)
•Responsible for the organization, and execution of the Quality strategy to promote the appropriate level of focus and employee involvement in all quality efforts.
•Be an advocate of Quality for the whole enteprise. S/he is responsible for creating a culture of Quality and Excellence where continuous improvement is top of mind from the:
Customer’s point of view focusing primarily on the external customer
Process and performance management perspective
Process improvement perspective
Analytics perspective to support improvement efforts
•Manages the major areas of the Quality strategy, namely, Quality Performance Management and Improvement in the service to external and internal customers, Quality Awareness & Training, Service Indicators, and Rewards & Recognition.
•Responsible for the site's ability to achieve high quality standards of service and meeting the client-set SLA's per campaign through ensuring that the performance, productivity, efficiency, and quality of the QA team is optimized. This is done through analyzing performance, trends and root causes of performance issues, strategizing for long-term Quality performance of the campaign and establishing a synergy between Operations, QA, Training and the client to address the level of service quality being delivered to external customers by identifying improvement -
Service Quality Head
ePLDT Ventus
(Outsourcing/Offshoring industry)
January 2009 — April 2009 (4 months)
• Develop the Quality strategy as defined by the organization and build this into the culture of the organization
• Plan a Quality Awareness roll-out campaign for the entire population and for new hires
• Design the modules needed for successful awareness training
• Manages and communicates rewards and recognition programs
• Coordinate all process improvement projects across the organization and provide consultation
• Coordinate with the different process owners of the key processes being monitored by the business which have been identified as Critical to Quality
• Identify opportunities for process certification that the Ventus group may apply for (e.g. COPC, ISO, etc) and coordinate the certification process
• Conduct periodic reviews of the processes of the sites to ensure compliance with what is documented
• Maintain a central registry of all approved process improvement projects
• Act as a mentor for identified Process Quality Officers in the different sites who lead Process Quality in their own centers.
• Gather the monthly matrices of each of the key business processes and analyze the data to be reported to the Quality Director. -
Senior Manager
Ingram Micro
(Public Company; IM; Information Technology and Services industry)
2005 — 2008 (3 years )
• Manage 150 agents for North America Customer Service, eSolutions Customer Support, Internal services Team, and Technical Support
• Functions as the Point Person for Ingram Micro Manila
• Provides support and guidance to operations staff so that productivity targets are met as per client contracts.
• Oversees the launch, running and closure of all programs from an operational perspective and ensure Company’s policy and mission adherence
• Develops operational procedures and work instructions for each program in accordance with ISO procedures and client’s security
• Achieve Operational Performance Levels as it pertains to the relevant operations area
• Provides timely identification and response to Operations Supervisor and Manager needs / issues
• Develops Supervisor skills to a level that is capable of taking on an acting Manager role when required.
• Support Six Sigma initiatives -
Manager
ePLDT, Vocativ Systems Inc
(Outsourcing/Offshoring industry)
April 2005 — September 2006 (1 year 6 months)
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Citiphone Shift Supervisor
Citibank NA
(Public Company; 10,001 or more employees; C; Banking industry)
2003 — 2005 (2 years )
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Citiphone Officer
Citibank N.A.
(Banking industry)
1999 — 2003 (4 years )
Roxanni Zafra’s Education
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De La Salle University
1994 — 1999
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De La Salle Santiago Zobel School
1983 — 1994
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St. Benilde College
HR , Human Resource , 2008
HR Diploma Course
Additional Information
Roxanni Zafra’s Websites:
Roxanni Zafra’s Groups:
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De La Salle Philippines -
PLDT Alumni
Roxanni Zafra’s Contact Settings
Interested In:
- job inquiries
- business deals
- reference requests
