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CX Quality Assurance Manager

An experienced Customer Experience and Support Operations Specialist with extensive leadership expertise in quality assurance, workflow optimization, process improvement, and team management across trading and customer support environments.

Monthly Rate

Php 1,200.00

Availability

40 hrs/wk

ID Smart Score

100

Basic Information

Employment Type

Full Time

Last Active

August 06, 2026 (Thursday)

Member Since

August 06, 2026 (Thursday)

Skill Summary

Michael David Ruiz | CX Operations & Quality Assurance Leader Results-driven Customer Experience and Support Operations Specialist with extensive leadership experience in quality assurance, workflow optimization, and team management. Experienced in AI and automation efficiency, knowledge base creation, process improvement, and cross-functional collaboration to optimize support workflows and elevate service standards. Certified ASIC RG 146 Foreign Exchange Adviser with a strong track record in managing global, multi-channel support teams.

Language

English

Proficient

Tagalog

Native

Professional Experience

Blueberry Markets

Quality Assurance Manager

January 2024 to July 2026
Oversee customer support quality, knowledge base architecture, and AI-driven automation workflows using Intercom Fin AI. Responsible for auditing cross-functional processes across onboarding, retention, and support to identify operational bottlenecks, align team workflows with strict SLAs, and scale internal SOP documentation.

Blueberry Markets

Customer Support Team Lead

June 2020 to January 2024
Managed a team of support specialists delivering multi-channel assistance to international FX traders. Handled high-tier escalations, monitored support quality for regulatory adherence, optimized ticket routing workflows to improve response times, and conducted technical coaching to elevate team performance.

Blueberry Markets

Customer Service Officer

April 2020 to June 2020
- Supported client inquiries across multi-channels to global clients trading FX and CFD products. - Assisted clients in navigating trading platforms and account processes, ensuring clear guidance and timely issue resolution. - Issued account statements to clients, enhancing transparency and fostering greater confidence in trading activity reconciliation. - Guided clients through platform features and tools, improving trading usability and overall client experience.

IM Academy (formerly iMarketsLive)

Customer Technical Support

October 2017 to January 2020
- Resolved technical inquiries efficiently to improve customer satisfaction and minimize issue escalation. - Diagnosed and addressed trading platform issues to maintain service reliability for global traders. - Collaborated with cross-functional teams to streamline support workflows and enhance issue resolution speed. - Documented customer interactions and solutions to support knowledge management and process improvements. - Assisted users with navigation and feature utilization of the trading platform, boosting customer engagement.

Spark Marketing and Research Inc.

Sales Representative

July 2012 to December 2013
- Conducted outbound calls to business decision-makers promoting complimentary industry-specific publications and services. - Verified and maintained customer information within CRM systems to support accurate client records. - Identified and contacted replacement decision-makers when original contacts were no longer with the company. - Built customer relationships through effective communication and engagement strategies.

Lasting Line Contact Center Inc.

Telemarketing Specialist

March 2011 to September 2011
- Executed outbound sales campaigns targeting niche markets to generate qualified leads. - Communicated product information to potential customers while maintaining high engagement levels. - Captured detailed customer preferences during calls to refine targeting strategies, enhancing campaign precision and increasing overall outreach effectiveness.

Specialization

Industry

BPO Financial Services Service & Admin Telecommunications Training & Education

Category

Customer Service General Manager Tech & Helpdesk Support Top Management