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Quality Assurance Specialist with 5+ years in AI and Customer Service
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Competencies
Performed quality evaluations on AI and customer interactions to ensure standards and improve processes.
Delivered client support via phone, email, and on-site interpretation, ensuring high customer satisfaction.
Made recommendations for agent performance enhancement and contributed to calibration sessions to refine QA criteria.
Organized and maintained data for clients, including entries, analysis, and cleansing with Excel and other tools.
Fluent in English and Spanish, providing interpretation services and bilingual support.
Languages
Summary
Experienced in quality assurance, customer support, and process improvement with a strong technical background in AI testing and multilingual interpretation.
Key Achievements
- Conducted quality evaluations of AI interactions, contributing to model training and refinement at One Star.
- Provided comprehensive administrative and data management support, streamlining workflows for multiple clients.
- Led call center teams by monitoring live interactions, offering feedback, and implementing performance improvement strategies at TKM.
Experience
Specialist, QA - OS- AI
Conduct quality evaluations of AI-driven customer service representative (CSR) interactions to ensure accuracy, professionalism, and compliance with project standards., Review transcripts and audio recordings to validate AI performance, including intent recognition, active listening, and...
Virtual Assistant
Provided comprehensive administrative support to multiple clients, managing their calendars, scheduling appointments, and handling email correspondence., Ensured efficient communication and streamlined workflow., Proficiently organized and maintained data for clients, including data entry, data...
Quality Analyst
Maintain working knowledge of quality standards and procedures., Participates in weekly meetings with the Operations department to ensure agents reach weekly metrics., Make recommendations for agent performance improvement while working directly with supervisors., Reaching daily production goals.,...
Team Lead
Be floor support for the agents who take calls., Make sure agents follow proper company guidelines., Listen to live calls, provide feedback, and follow up on direct coaching., Identify outliers and provide appropriate training to correct key performance indicators., Help my supervisor create a game...
Agent
Troubleshoot data problems, such as accessing the firmware or operating system settings to update credentials for Point-to-Point Protocol over Ethernet., Perform basic troubleshooting procedures following company policies., Guide customers through troubleshooting steps, through the customer...
Bilingual Medical Interpreter English -Spanish
Provide live on-demand and onsite language interpretation and document translation services for law enforcement, healthcare organizations, legal courts, schools, and businesses., Receive calls from different industries, mainly medical calls, including live medical visits with primary physicians and...
Telephone Agent / Customer Service
Provide the client with information on the benefits of travel, purchase, and vehicle rental, which the MC card has., Begin initial report of claims on the insurance that the card has., Make reports of lost and stolen cards, and later transfer them directly to the issuing bank of the MC card.
Telephone Agent / Customer Service Various Companies
Provide the customer with the best option for their entertainment packages (cable TV, internet, home phone) available in their community., Customer service, billing, re-shipments, returns, package tracking.
Deckhand
Operate the grapple, iron arms, puller, and catwalk, and do almost any other job that is asked of him.