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Quality Assurance Analyst
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Competencies
Experiencia demostrada en Queue management.
Experiencia demostrada en Workflow optimization.
Experiencia demostrada en Process improvement.
Experiencia demostrada en Analytical skills.
Experiencia demostrada en Quality assurance.
Education
Languages
Summary
Quality Assurance Analyst buscando nuevas oportunidades
Experience
Quality Assurance Analyst
Led detailed quality audits on customer calls and chat interactions to guarantee strict compliance with corporate policies and quality standards.. Delivered highly constructive and actionable feedback to customer service advisors, driving key performance initiatives and elevating overall service excellence.. Provided targeted, one-on-one coaching sessions to a wide portfolio of voice and chat agents, successfully improving their operational metrics and communication skills.
Fraud and Compliance QA Analyst
Promoted from Casino Customer Support Agent to Fraud and Compliance QA due to high performance and strong problem solving skills.. Verified the legitimacy and security of player transactions, with a specialized focus on first time transactions, utilizing outbound calls and live chat to validate identities.. Managed and resolved critical cases, such as player refunds and payment disputes, ensuring all operations strictly aligned with the casino’s fraud prevention and risk mitigation policies.
Retail Customer Support Agent
Managed a high volume of inbound customer inquiries via phone, chat, and email, ensuring a personalized and empathetic service experience.. Handled complex customer cases regarding late deliveries, lost packages, order modifications, refunds, and promotional gift cards.. Verified customer identities, flagged suspicious account activities, and collaborated with the compliance team to prevent unauthorized transactions.. Guided customers through navigating the Amazon platform, managing digital subscriptions (Prime, Kindle), and resolving checkout or payment glitches.
Queue Manager
Oversee and manage project queues, ensuring efficient workflow distribution, strict adherence to deadlines, and optimal utilization of resources across specialized AI training tracks.. Take on increased operational responsibilities, coordinating team efforts to maintain high quality data throughput for large-scale AI alignment projects.
Founder / Project Manager
Founded and architected a technology initiative focused on the development of custom AI solutions, websites, backend systems, software applications, and digital products.. Architect and develop custom software solutions according to project requirements, business objectives, and technical specifications.. Lead the development of modern front end applications with a strong focus on usability, architecture, performance, and maintainability.. Design and implement AI powered applications, chatbot systems, AI workflows, and custom AI integrations.. Develop websites and web applications using modern JavaScript ecosystems and component based architectures.. Work with React, Three.js, TensorFlow Vue, Angular, TypeScript, Tailwind CSS, Node.js, MongoDB, APIs, and other modern technologies.. Design backend architectures, RESTful APIs, database integrations, authentication flows, and custom business logic.. Develop interactive applications and 3D web experiences using Three.js.. Implement AI related JavaScript solutions and machine learning experimentation using TensorFlow.js.. Configure and customize chatbots, conversational workflows, prompts, system instructions, and AI behaviors.. Write and integrate code for AI-powered applications and automated workflows.. Manage projects from initial concept and architecture through development, testing, deployment, and continuous improvement.. Provide technical direction, architecture decisions, debugging, QA, and long term project planning.
Front End AI Prompt Engineer | AI Software Engineer | Queue Manager
Work across AI engineering, software development, model training, quality assurance, and project management programs supporting the development and refinement of advanced AI systems.. Led and coordinated 70+ AI project tracks, supporting project onboarding, operational delivery, technical execution, and quality objectives.. Managed project queues and coordinated workflows between developers, evaluators, reviewers, and stakeholders.. Organized onboarding processes and helped resolve technical and operational bottlenecks.. Led alignment meetings and communicated project status, requirements, blockers, and technical expectations.. Supported project delivery while maintaining engineering and quality standards.. Developed, reviewed, and evaluated technical tasks used to train advanced AI models.. Worked with complex engineering prompts, coding tasks, language tasks, evaluation rubrics, and model response analysis.. Trained and refined LLMS through structured human feedback and technical evaluation.. Evaluated generated code, reasoning, technical accuracy, instruction following, task completion and different rubrics according to the company’s needs.. Worked with AI training programs involving technologies used by major technology organizations, including Google, Meta, X, Anthropic, OpenAI, X AI, Toloka AI and DeepSeek.. Participated in AI refinement programs and quality control processes for highlevel model training.
QA Testing & Front End Developer
Combined software quality assurance, front end development, technical support, and automated testing responsibilities.. Performed end to end testing and quality assurance for multiple corporate web applications.. Identified, documented, reproduced, and analyzed software defects.. Developed and maintained automated tests using Jest.. Worked with React Testing Library for front end component and application testing.. Performed Cypress end to end testing for web applications and user workflows.. Tested websites and web based applications, including Apple related web environments.. Developed front end functionality using modern JavaScript technologies.. Built backend connections, RESTful APIs, CRUD functionality, and application routing.. Worked with Git and GitHub in an Agile development environment.
Skills
Video Transcript
Video Transcript 1
Hola, mucho gusto. Gracias por ver el video. Soy Alejandro, me encuentro en Escazú, San Antonio. Tengo 24 años. Siempre he trabajado en la industria de lo que es customer service, call center. Entonces tengo seis años ya trabajando en esto, pasando por distintos puestos, como puede ser agente de chats, de teléfono, supervisor y calidad. Vi el trabajo, me interesó mucho. Tengo la experiencia necesaria y espero recibir alguna llamada. Muchas gracias.