Fredrick Gil C.

PROFESSIONAL SUMMARY Detail-oriented Quality Assurance professional with over 10 years of progressive experience in evaluation governance, compliance oversight, and performance reporting within call center environments. Proven ability to maintain structured QA frameworks, moderate calibration sessions, and support cross-functional alignment across teams of 50–200 agents. Strong background in documentation, process standardization, and QA system administration. Seeking a long-term, structured role where quality, consistency, and operational stability are valued. CORE COMPETENCIES Quality Assurance Governance • Compliance Monitoring (TCPA) • Calibration Facilitation • Root Cause Analysis (RCA) • Dispute Resolution Management • Performance Reporting & Trend Analysis • CSAT & NPS Reporting • Scorecard Development • QA System Administration (ScoreBuddy) • Data Analysis (Looker, Google Sheets) • Process Standardization • Cross-Functional Coordination • Audit Oversight