Executive Survey

Name of Applicant: Ralph Aaron A. Buan Preferred Work Location: Davao Site

Position Applied For: Quality Analyst

Preferred Day/Time for Interview: Weekdays 8:00- 11:00AM

YOUR EDUCATION AND TRAINING Do you have a degree? Describe your post-secondary education, including industry-related training. Yes, I attended St. John Berchamans School in Manila where I took Bachelor of Science in Computer Science. College was tough but I enjoyed it so much because I was a working student at that time. Balancing work and studies at the same time I learned how to manage my time efficiently and professionally. I was also a student council leader in college where I began to develop a greater sense of responsibility with my tasks and duties. I make sure that I deliver my reports on time without jeopardizing the quality of my work.

YOUR EXPERIENCE Detail your professional experience and familiarity with the industry vertical(s) related to this position:

Position: Quality Assurance Analyst - Provide detailed and accurate evaluations for agents - Check the agents grammar and correct pronunciations - Assist Training and Operations Team in agent development during operations checkpoint period. - Close coordination with team leaders on agents performance on quality metrics - Act as subject matter experts on product knowledge and program updates - Close coordination with clients in updating call flows, call process, and quality guidelines. Calibration sessions with clients about procedures and how we can improve it - Involvement in program and process improvement initiatives - Weekly report to team leaders about the highlights and lowlights of the agents skills and observations. Position: Customer Service Professional Achievements: -above target on company set goals and requirements - 0% absenteeism since day 1 of employment

- answer and resolve customer concerns on billing and account information for a large telecommunication company. -To sell products and services applicable to the customer -multi tasking

Position: Customer Service Representative -recognized as one of the consistent top sellers in the company -recognized and awarded for consistent high quality scores and customer commendations -recognized for consistently meeting/ exceeding company set goals -answer and resolve customer concerns on billing and account information for a large telecommunication company.

Please describe the mandate of your current/latest position. How have you achieved against this mandate? What were the metrics for which you are/were held accountable? As a quality analyst we are responsible for our agents weekly QA score.

If applicable, what were the metrics for which your reports were held accountable?

How many direct reports and FTEs do you handle? Biggest # of people youve managed/supervised?

What is the biggest challenge in handling X number of people?

What have been your P & L/Revenue/Budget goals and responsibilities?

YOUR GOALS

What are your career goals?

What are you really good at professionally?

What are you not good at or not interested in doing professionally?

Who were your last five bosses & how will they each rate your performance on a 1-10 scale when we talk to them? Name of the superior Organization Designation Period (mm/yy) Rating (1-10)

Top 3 Criteria in looking for your next company: 1. 2. 3. Why would you like to join Sutherland Global Services?