Carlos - Quality Assurance Manager with 10+ years in client service and process improvement

Panamá, Panamá, Panamaen

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.

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Summary

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.

Key Achievements

Designed dashboards and reports to track performance trends, providing insights that supported continuous operational improvements.

Skills

Quality Assurance & KPI ManagementExpert

Developed and implemented quality standards, monitored performance metrics, and drove continuous improvement initiatives.

Team Leadership & MentorshipAdvanced

Supervised multiple teams of supervisors and analysts, promoting skill development and operational excellence.

Process Improvement & Program ImplementationAdvanced

Led new program launches, created reporting tools, and optimized staffing and workflows for efficiency.

Client & Stakeholder RelationsAdvanced

Maintained strong collaborations with departments to align strategies and improve client satisfaction.

Experience

Quality Assurance Manager

ALORICA PANAMA

2020 - 2026

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

Alorica Panama

2017 - 2020

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

EGS (Expert Global Solutions)

2014 - 2016

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...