Caren Marie Oma

• Identify compliance, quality, and operational risks; recommend mitigation strategies and track
closure of action items.
• Conduct audits, process reviews, and risk assessments to identify gaps and recommend corrective
and preventive actions.
• Collaborate with operations, quality, training, and leadership teams to embed risk controls into daily
business processes.
• Develop, maintain, and monitor compliance policies, procedures, and quality standards aligned with
regulatory and company requirements.
• Monitor adherence to internal controls, external regulations, and client-specific governance
expectations.
• Lead root cause analysis for non-conformance issues and oversee corrective action plans through
completion.
• Prepare compliance, audit, risk, and quality reports for senior management review and governance
discussions.
• Maintain accurate records of audits, inspections, risk reviews, corrective actions, and compliance
evidence.

• Monitored customer calls to evaluate protocol adherence, voice quality, product knowledge, and
script compliance.
• Assessed customer interaction outcomes and ensured professional call handling and service quality
standards.
• Applied statistical sampling methods to select calls for review and prepared accurate quality
findings.
• Analyzed account performance trends and customer commitments to recommend quality and
productivity improvements.
• Supported project-level quality planning, service management, and performance improvement
strategies.

• Supported process governance by monitoring quality performance, training completion, KPI
adherence, and operational risk items.
• Provided coaching and process guidance to team members to improve accuracy, quality, and
compliance with standard procedures.
• Partnered with operations and support teams to review process gaps, recommend improvements,
and maintain consistent service delivery.
• Prepared reports and updates related to process performance, quality trends, and action plans.

• Handled process transactions in accordance with client requirements, productivity targets, and
quality standards.
• Maintained accurate documentation and supported operational reporting requirements.