Maria Flourina Anthony

Senior Quality Analyst /

ECR & SORT — APAC Regions

• Evaluated and monitored quality performance for ECR and SORT operations across APAC to ensure compliance with corporate standards and enhance service delivery.
• Collaborated with cross-functional teams to identify, analyze, and resolve complex quality issues, driving measurable improvements.
• Designed and maintained dynamic QA dashboards using Google Sheets, delivering actionable weekly cadence reports to senior management.
• Conducted detailed test result analyses applying CPM methodology to validate adherence to quality guidelines.
• Executed Lean Six Sigma quality control initiatives utilizing Pareto charts, 5 Whys, and Fishbone diagrams for monthly process reviews.
• Supported APAC Spotcheck Localization Project by implementing DMAIC methodology to optimize process effectiveness.
• Partnered with automation teams on the Global Fraud Escalations project, employing Kanban boards and Value Stream Mapping (VSM) to enhance operational efficiency.
• Led internal process improvement efforts within Line of Business (LOB) functions to streamline workflows and reduce defect rates.

ASR & ATO / ANZ Operations

• Conducted weekly audits and compiled detailed reports for Operations teams and key stakeholders to ensure process adherence and quality standards.
• Led weekly alignment and calibration sessions with ASR & ATO, ANZ AS Operations teams, and monthly assessments to maintain consistency in quality evaluations.
• Facilitated monthly 5 Whys root cause analysis sessions with agents using Pareto modeling to identify corrective and preventive actions.
• Organized bi-weekly coaching sessions addressing recurring R2 trends, identifying improvement opportunities in processes and policies.
• Streamlined and maintained process documentation for ASR & ATO teams, including R2 metric documentation for ANZ account sharing.
• Coordinated with operations to enhance CSAT scores, reduce 1emoji and No-Sat incidents, and improve overall customer satisfaction for ASR & ATO line of business.
• Led initiatives to reduce push-back responses within the ASR & ATO LOB, improving operational efficiency.
• Developed and standardized inspection procedures and audit processes for a team of 25 agents, ensuring consistent quality assessments.
• Conducted weekly alignment and calibration meetings with Global QA and internal operations teams (SMEs & TLs) to harmonize quality standards.
• Collected, analyzed, and modeled operational data using queries to identify trends and inform decision-making.
• Applied 5 Whys, Pareto, and Fishbone analyses to determine root causes and design corrective/preventive actions aligning operations with business requirements.
• Held frequent one-on-one coaching sessions with agents to drive process improvements and conducted bi-weekly TQO sessions to develop action perform audits on a weekly basis and send a report to the Operations & Stakeholders
• Weekly Alignment & Calibrations with ASR&ATO and ANZ AS Operations team and conduct monthly assessments with the Operations
• To conduct 5 Why sessions with the agent's on a monthly basis by using a Pareto model and determine Corrective & Preventive actions
• Bi-weekly sessions with the agent's on the recurring R2 trends and check for any opportunity areas (Process/policy, etc...)
• Streamlined Process documents for ASR&ATO team and R2 metric document for ANZ Account Sharing
• Coordinate with the operations to improve CSAT, 1emoji & No-Sat for the ASR&ATO LOB
• Worked on the reduction of push-back responses for ASR&ATO LOB
• To Determine correct procedures for inspection and review of Standardized audit processes for 25 agents.
• Weekly Alignment & Calibrations with the Global QA team and Internal Operations team (SMEs & TLs)
• Collected and modeled data to evaluate trends using queries.
• Determined proper corrective actions and Preventive actions using 5-Why analysis, Pareto, and FishBone analysis to bring operations in line with requirements.
• Frequent 1-1 with the agents for process improvements and Schedule and Deliver TQO Sessions to discuss a plan of action on a bi-weekly

• To perform audits on a weekly basis and send a report to the Operations & Stakeholders
• Weekly Alignment & Calibrations with ASR&ATO and ANZ AS Operations team and conduct monthly assessments with the Operations
• To conduct 5 Why sessions with the agent's on a monthly basis by using a Pareto model and determine Corrective & Preventive actions
• Bi-weekly sessions with the agent's on the recurring R2 trends and check for any opportunity areas (Process/policy, etc...)
• Streamlined Process documents for ASR&ATO team and R2 metric document for ANZ Account Sharing
• Coordinate with the operations to improve CSAT, 1emoji & No-Sat for the ASR&ATO LOB
• Worked on the reduction of push-back responses for ASR&ATO LOB
• To Determine correct procedures for inspection and review of Standardized audit processes for 25 agents.
• Weekly Alignment & Calibrations with the Global QA team and Internal Operations team (SMEs & TLs)
• Collected and modeled data to evaluate trends using queries.
• Determined proper corrective actions and Preventive actions using 5-Why analysis, Pareto, and FishBone analysis to bring operations in line with requirements.
• Frequent 1-1 with the agents for process improvements and Schedule and Deliver TQO Sessions to discuss a plan of action on a bi-weekly

• Assist riders and drivers of US&C via Emails and address their concerns related to accounts & payments and technical issues.
• Managed the C360s (Jira Procedure) on-site evaluations, internal audits, and customer surveys.
• Identify fraudulent activity and flag fraudulent users and contribute to the success of the business in the given region.
• Cost efficiency and time efficiency projects handled using automation tools.
• Weekly basis training with new updates related to the CSAT and metrics improvement.
• Worked with Colombo and Chennai Driver operations to resolve miscellaneous payment problems, improve operations and provide exceptional customer service.
• Thorough discovery and due diligence on existing processes to conduct Partnered with cross-functional teams.
• Adhered to established policies, procedures and compliance for satisfactory R2 rating.