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Carlos
Quality Assurance Manager
Contacto
Competencias
Developed and implemented quality standards, monitored performance metrics, and drove continuous improvement initiatives.
Supervised multiple teams of supervisors and analysts, promoting skill development and operational excellence.
Led new program launches, created reporting tools, and optimized staffing and workflows for efficiency.
Maintained strong collaborations with departments to align strategies and improve client satisfaction.
Utilized productivity and reporting tools to create dashboards, reports, and facilitate team communication.
Educación
Idiomas
Resumen
Dedicated Quality Assurance professional with over 10 years in client support, process improvement, and team leadership. Skilled in KPI management, training, and implementing quality standards to enhance customer satisfaction and operational efficiency.
Logros Clave
- Led the implementation of QA Playbooks and processes aligned with client and company policies at ALORICA PANAMA.
- Supervised and mentored teams of quality analysts, enhancing performance and compliance for improved customer satisfaction.
- Designed dashboards and reports to track performance trends, providing insights that supported continuous operational improvements.
Experiencia
Quality Assurance Manager
Implementation of QA Playbooks and processes following standard operating procedures based on company and client policies or expectations, Ensure proper staffing according to ratios and accommodate salary compensations based on established pricing models, Manage all supervisors assigned in multiple...
Quality Assurance Supervisor
Responsible for the supervision, training and mentorship of quality analysts along with guidelines on quality principles and standards, Lead and prepare client facing activities related to performance reviews, Calibrations including all departments and develop action planning for KPIs improvement,...
Customer Service and Technical Support Supervisor
Provides quality service by enforcing quality and customer service standards, Worked as a Supervisor for Care and Technical Support with excellent results on quality, team management and kpi´s monitoring, Carismatic, people oriented person, very dinamic and creative also used to Completing...
Customer Service Representative
Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; escalating unresolved problems, Sells additional services by recognizing opportunities to up-sell accounts; explaining new features, Experience on selling different products, warranties, appliances...
Customer Service Representative
Maintained expectations regarding call quality and resolution time, Experience on Collection and different financial solutions, Established rapport with clients while providing information concerning test requirements, Arranged for repair and replacement of defective items covered by warranty