This is my profileContact via CazVidOsvaldis
Quality & Assurance Professional with 7+ years in BPO Industry
Contact
Santiago de los Caballeros, Santiago Province, Dominican Republic
Available on CazVid
Competencies
Effective SupervisionAdvanced
Skilled in leading teams, providing guidance, and ensuring high performance standards.
Leadership SkillsAdvanced
Proven ability to motivate teams, foster collaboration, and drive organizational goals.
Effective Time ManagementIntermediate
Capable of prioritizing tasks efficiently to meet deadlines and optimize productivity.
Advanced ExcelAdvanced
Expertise in data analysis, reporting, and process automation using Excel tools.
Education
GED Diploma
Northern Essex Community College
Languages
EnglishNative language
Spanish
Summary
Dedicated professional with over 7 years in the BPO sector, specializing in quality assurance, team supervision, and process improvement. Adept at enhancing customer satisfaction and operational efficiency through strategic leadership and analytical skills.
Key Achievements
- Led quality assurance initiatives that improved customer satisfaction scores at Alorica.
- Supervised and trained a team of agents, enhancing overall team performance and efficiency.
- Implemented process improvements resulting in reduced call handling time and increased accuracy.
- Developed comprehensive training materials for quality assurance and customer service excellence.
Experience
Quality & Assurance Agent
Alorica
Nov. 2017 - Feb. 2020
Quality & Assurance Supervisor
Call Center Pros
July 2016 - Sep. 2017
Customer Service Rep.
ERC BPO
Apr. 2015 - June. 2016
Customer Service Rep.
United Nearshore Operations
Mar. 2013 - Dec.2013
Quality & Assurance Analyst
United Nearshore Operations
Dec. 2013 - Feb. 2015
Skills
Effective SupervisionLeadership SkillsEffective Time ManagementAdvanced Excel
Published on CazVid - Jun 2, 2026