Jose - Quality Assurance Leader with 8+ years in Customer Service

Tegucigalpa, Francisco Morazán Department, Hondurasen

Led a team of 12+ analysts, achieving a 23% improvement in QA accuracy.

Designed a QA framework that reduced error rates by 18% in the first quarter.

Published on CazVid

Summary

Experienced quality leader with a focus on process optimization, team leadership, and cross-functional collaboration in customer service environments.

Key Achievements

Partnered with cross-functional teams, increasing CSAT scores by 15%.

Skills

Quality AssuranceAvanzado

Applied quality assurance principles including KPI analysis, process improvement, and data-driven reporting to enhance operational standards.

Cross-Functional CollaborationAvanzado

Worked with various departments to implement quality initiatives, optimize workflows, and achieve strategic goals.

Training & DevelopmentIntermedio

Developed and facilitated training programs to improve agent performance and reduce errors.

Client Relationship ManagementIntermedio

Served as primary client liaison to deliver insights, strategize improvements, and ensure satisfaction.

Experience

Quality Team Manager

PartnerHero

01/2024 - 05/2025

Led a team of 12+ quality assurance analysts across multiple programs, improving overall QA accuracy by 23% through strategic coaching, calibration sessions, and performance optimization., Designed and implemented a standardized QA framework and scorecard that reduced error rates by 18% within the...

Quality Team Lead

PartnerHero

01/2023 - 01/2024

Spearheaded performance tracking by analyzing key performance indicators (KPIs) across multiple project teams, enabling a 20% improvement in individual contributor outcomes through targeted coaching and feedback., Developed and implemented standardized operating procedures (SOPs) and best practices...

Quality Team Lead

Intouch CX

01/2019 - 06/2021

Led a cross-functional quality assurance team of 12+ agents, achieving a 25% improvement in call audit scores within three months through targeted coaching and performance management., Implemented a streamlined QA feedback loop that reduced resolution time on quality issues by 30%, enhancing...