Profesional con experiencia en gestión de departamentos de calidad, formación y auditorías, enfocado en la mejora continua y la gestión operativa en entornos de call center y servicios.
Diseña e implementa procesos y auditorías para mantener estándares de calidad en diferentes entornos.
Supervisa y coordina equipos multidisciplinarios para alcanzar objetivos de rendimiento y formación.
Utiliza herramientas como Power BI y Excel para interpretar datos y apoyar decisiones estratégicas.
Mejora de flujos de trabajo y procedimientos administrativos para incrementar eficiencia operativa.
BetterWase
Led the development and execution of the Quality Assurance and Training departments, establishing SOPs, evaluation frameworks, and onboarding processes to ensure consistency, policy compliance, and operational efficiency across all service areas., Coordinated cross-functional collaboration to...
Vengal Group
Conducted detailed reviews of financial and operational data—including billing and payroll records—to identify inconsistencies, inefficiencies, and ensure compliance with internal policies., Collaborated with cross-functional teams to optimize administrative workflows and enhance audit...
Concentrix
Performed detailed audits on customer service interactions and processes, identifying procedural inconsistencies and ensuring full compliance with internal standards., Collaborated with cross-functional teams to implement corrective actions and document quality trends for reporting., Verified and...
Sitel (Foundever)
Academic Bachelor
Technician
Economics
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Comunica informes y resultados de auditorías a diferentes niveles jerárquicos y en múltiples idiomas.
Supervised frontline staff and developed structured training focused on policy application, documentation accuracy, and system use., Created reports on performance metrics, contributing to compliance monitoring and internal service evaluations., Processed customer information, reviewed account...
