Vanessa - Quality Supervisor with 10+ years in Customer Service & Recruitment

Applied quality auditing and performance reporting to monitor and enhance service quality.

Led and supervised teams to meet operational goals and monitored their adherence to standards.

Conducted candidate screening and interviews, utilizing job portals and social networks for talent acquisition.

Handled document management, client communication, and coordinated virtual meetings

Audit agent calls in order to manage, plan and monitor the quality standards proposed for the line., Prepare reports on the performance of the line and generate action and monitoring plans to improve it., Command the agents under my charge in order to follow up on the fulfillment of their tasks and commitments.

Analyze resumes, job applications and classify their information in databases according to the client's indications., Conduct interviews and filter candidates. Examine whether they met the requirements stipulated by the company., Make use of job portals and/or social networks to attract potential candidates who meet the requested skills and experience.

Contact the U.S. insurance companies to open cases for the clients handled by the firm and regularly follow up on these until they are closed., Additionally, send the documentation requested by these institutions to establish the cases., Organize and file documents that arrive in the department for each folder assigned to each client., Track the compliance of calls that case managers must periodically make to clients and report this to the team supervisor., Create, send, and receive documents and emails, and schedule virtual meetings with external law firms that collaborate on resolving cases involving minors or where mediation with other insurance companies is required.