Neil Tantio
Senior Team Leader at ECE Consulting Group- Claim this Profile
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Topline Score
Bio
Credentials
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Lean Six Sigma Green Belt
Six Sigma Academy AmsterdamSep, 2022- Nov, 2024 -
Lean Six Sigma White Belt Certification
Aveta Business InstituteDec, 2021- Nov, 2024
Experience
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ECE Consulting Group
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Outsourcing and Offshoring Consulting
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100 - 200 Employee
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Senior Team Leader
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Aug 2022 - Present
Manage specialized teams responsible for quality assurance, bankruptcy, legal processes, complaints, and special operations. These teams communicate directly with clients, engineers, and company executives.Responsibilities: • Provide support, coaching, and development to team leaders to improve performance in any KPI aligned with the measurement of the program’s success.• Analyze reports to manage performance and communicate goal adherence to employees. • Create and develop educational job aides.• Coordinate with Operations Managers and Senior Operations Managers in closed-loop meetings.• Coordinate with company executives and clients to maintain business alignment.• Create and present program performance at weekly business review meetings.• Recruit and mentor future leaders for business contingency purposes. Show less
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Quality Assurance Team Leader
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May 2020 - Jul 2022
Manage a team of 20+ quality assurance specialists for a US-based fintech company.Responsibilities:• Train, lead, and develop a team of quality assurance analysts.• Conduct coaching and second-round audits• Facilitates calibration to provide feedback and tips for team/agent QA improvement.• Assist in reporting, data analyzing, trend tracking, discovering training needs, and distributing the information to all relevant parties. • Assist in fostering positive client relations by ensuring that all requests are researched and responded to in a timely manner each day, and participate in weekly vendor meetings. Show less
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Quality Assurance Specialist
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Jun 2019 - May 2020
Responsibilities:- Review QA disputes from Team Leads and provide the necessary feedback to both Team leads and QA auditors- Analyze overall QA scores to identify key areas for knowledge improvement and coordinate with the Knowledge and Training team for refresher sessions and reference materials- Track overall QA trends and generate reports for clients and managers
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Email/Chat Support
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Jun 2018 - May 2019
Responsibilities:- Handle inbound chat to provide real-time troubleshooting for product issues- Send outbound emails for updates on escalations- Notate updates in customer accounts for future references
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Education
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Foundation University
AB Broadcast Communications, Mass Communication/Media Studies
Community
