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Juan
Interpreting Quality Assurance Analyst- EnglishSpanish
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Summary
Interpreting Quality Assurance Analyst- EnglishSpanish open to new opportunities
Experience
Bilingual Quality Assurance Analyst I
Quality control analysis of different interactions.. Proportion of constructive feedback.. Development of strategies for achieving KPI targets.. Ensuring compliance with policies and processes established by clients.
Operations Costumer Expert I EN B2+
Customer assistance and support via telephone calls in English.. Effective resolution of incidents and complaints, applying active listening techniques, empathy, and difficult customer management.. Management of established processes through applications such as Amadeus and Zendesk.. Clear and professional communication of policies, pricing conditions, and solutions tailored to customer needs.. Compliance with performance metrics (quality, average handling time, first call resolution, and customer satisfaction).
Professional Internships – Bachelor's Degree in Modern Languages
Development of classes for pre-intermediate and intermediate English students.. Design of different lesson plans focused on topics corresponding to these language levels.. Creation of educational material to be used in each of the lessons.. Analysis of the population for the implementation of different teaching methodologies and to ensure student learning.. Personalized tutoring for students focused on specific topics or the development of specific skills (speaking, listening, reading, writing).