ayzepaguta
Quality Program Manager
Customer Experience and Quality Leader with 10+ years of proven success in building QA programs from the ground up and optimizing customer support operations for scale. A Certified Six Sigma Black Belt and seasoned Project Manager, I specialize in designing data-driven quality frameworks, coaching high-performing teams, and aligning QA with business goals.
Known for transforming support processes in high-growth environments, I bring deep expertise in customer journey mapping, root cause analysis, and voice of the customer programs. I thrive in startup and scale-up cultures, where agility, experimentation, and strong execution matter most.
Experience: 11 years
Yearly salary: $50,000
Hourly rate: $35
Nationality: 🇵🇠Philippines
Residency: 🇵🇠Philippines
Experience
Associate Manager, QA Programs
Coinbase Philippines, Inc 2021 - 2025
Lead global QA strategy and operations across 6 vendors in 10+ sites, aligning quality vision with CS Ops goals. Supervised internal QA teams and vendor QAs, enhancing agent performance for 3000+ support reps. Designed and scaled data-driven QA frameworks, resulting in a 1300+ bps improvement in CSAT. Drove insights-based quality improvements by analyzing QA evaluations, CSAT/NPS trends, and VOC signals. Partnered with Ops, Training, and Product to implement initiatives that reduced repeat contacts and improved agent effectiveness.
Quality, Voice of Customer and SME Lead
Sykes Asia Inc 2017 - 2021
Led CX quality programs and collaborated on process enhancements for global tech clients. Introduced policy frameworks (e.g., zero-tolerance compliance protocols) to reduce risk and ensure audit-readiness. Built CSAT taxonomy and implemented structured VOC reporting, influencing product feature roadmaps. Conducted journey mapping, gap analysis, and presented insights to key stakeholders for strategic action. Facilitated training updates and product rollout communication to support knowledge alignment across teams.
Skills
customer-support
project-manager
quality-assurance
english