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Michele Josephine Alonzo is an experienced operations professional with a strong background in quality assurance and team management. Currently serving as Operations Lead and previously as Quality Assurance Specialist at VoiceOps since May 2017, Michele has developed expertise in quality scores, process enhancements, and team coaching. Prior roles at HSBC from July 2005 to November 2016 included Assistant Manager Processing and Performance Coach, where responsibilities encompassed managing teams within the UK Fraud back office, facilitating procedural updates, and training associates. Michele's early career involved customer service roles, providing support for US credit card accounts. Holding a Bachelor of Arts in Sociology from Mindanao State University-Iligan Institute of Technology, Michele combines academic knowledge with extensive professional experience in operations and quality management.