Rafael - Quality Analyst with 5+ years in Customer Service & Healthcare

Managua, Managua Department, Nicaraguaen

Supervised Quality Assurance activities and monitored metrics to ensure quality standards across call center operations.

Developed and integrated statistical analysis reports using Excel Dashboards and Google Sheets to facilitate action planning.

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Summary

Experienced Quality Analyst with a background in healthcare and customer service, specializing in quality assurance, data analysis, and team leadership.

Key Achievements

Led training initiatives and guided employees on quality standards and testing procedures, improving team compliance.

Skills

Quality AssuranceAdvanced

Supervised and monitored quality performance and ensured adherence to quality standards throughout the product lifecycle.

Data Analysis & ReportingIntermediate

Analyzed performance data and developed reports to identify trends and support decision-making.

Team Leadership & TrainingIntermediate

Managed teams and created training programs to improve operational efficiency and ensure compliance.

Operational ManagementIntermediate

Led cross-functional projects and optimized processes in healthcare and retail environments.

Communication & Soft Skills

Experience

Quality Analyst

Foundever

2018 - Nov 2024

Supervise Quality Assurance performance in daily activities., Provide statistics on call center performance., Develop reports integrating statistical analysis on action planning (Excel Dashboards, Google Sheets)., Monitor quality metrics continuously to identify trends or areas for improvement., Ensure that quality standards are being adhered to throughout the entire product lifecycle., Provide training and guidance to other employees on quality standards and testing procedures.

Administrative Manager

Baptist Hospital

2014 - 2018

Managed a team of 15 employees in a fast-paced retail environment., Led cross-functional project teams to improve operational efficiency., Analyzed data to identify trends and areas for improvement., Ensured compliance with company policies and procedures., Developed and implemented training programs for new hires.