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Pilar
Quality Assurance Analyst with 2+ years of team leadership in client services
Video resume
Senior Quality Assurance Analyst
In charged of assisting QA'S on daily tasks, review daily monitors and scoring, review required metrics for each representative, work daily, weekly and monthly reports for the client and the Ops team, leading Calibrations with the client, QA'S and Ops team as well as giving one on one feedback to agents on QA metrics.
Contact
Guatemala City, Guatemala, Guatemala
Open to remote
Available on CazVid
Competencies
Quality AssuranceAdvanced
Performed QA reviews, metrics analysis, and calibration sessions to ensure service quality.
Team LeadershipIntermediate
Led multiple teams for different clients, coordinating daily activities and performance improvements.
Reporting & AnalysisIntermediate
Generated and reviewed comprehensive reports to monitor performance and support decision-making.
Client RelationsIntermediate
Conducted calibration sessions and feedback meetings with clients to align quality standards.
Summary
Quality assurance analyst with over two years of experience managing multiple client teams and improving service metrics.
Key Achievements
- Led five different teams across multiple clients, demonstrating strong leadership and management skills
- Assisted QAs with daily tasks and provided one-on-one feedback to agents, improving QA metrics
- Prepared and reviewed daily, weekly, and monthly reports for clients and operational teams
Skills
Quality AssuranceTeam LeadershipReporting & AnalysisClient Relations
Published on CazVid - Jul 3, 2025