Natalia - Operations and Quality Assurance Specialist with 8+ years in BPO and streaming services

Cartagena, Bolívar, Colombiaen

Led a team of 12 to optimize operations and maintain client KPIs for Disney+ and ESPN.

Developed and implemented quality assurance frameworks, improving process adherence.

Published on CazVid

Summary

Dedicated to optimizing operational processes, enhancing quality standards, and transforming data insights into strategic actions. Skilled in team leadership, training, and analytics within fast-paced environments supporting global clients like Disney+, Hulu, and ESPN.

Key Achievements

Analyzed performance metrics from Disney, Hulu, and ESPN to generate reports and strategic insights.

Skills

Quality AssuranceExpert

Designed and managed quality standards across multiple projects to ensure compliance and service excellence.

Process OptimizationAdvanced

Led process evaluations and improvements to enhance operational efficiency and performance outcomes.

Data AnalysisAdvanced

Utilized tools like Power BI, Tableau, and Google Analytics for data-driven decision making supporting business growth.

Training & DevelopmentAdvanced

Designed and delivered tailored training programs to onboard and upskill staff in dynamic call center environments.

Experience

Operations Manager Jr.

Teleperformance S.A.S

2020-2022 - 2022- Present

Conducted comprehensive evaluations of processes and services to ensure strict adherence to quality standards and best practices., Developed and implemented robust quality assurance frameworks., Identified critical areas for improvement, collaborating cross-functionally with operations and training...