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Quality Assurance Lead with 10+ years of experience in client services
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Competencies
Led quality assurance teams, developed quality standards, and managed continuous improvement initiatives.
Designed and executed action plans to optimize operational processes across multiple industries.
Managed and directed teams, including training and performance evaluation to ensure standards are met.
Handled client interactions, social media management, and account administration within diverse business sectors.
Provided bilingual support in quality assurance and administrative roles within international contexts.
Education
Languages
Summary
Experienced Quality Assurance Leader with a strong track record of managing large teams and driving process improvements across multiple industries, including streaming, travel, and client services.
Key Achievements
- Led a team of over 20 quality assurance professionals at Teleperformance.
- Directed quality management and process improvements for diverse client sectors including streaming and travel.
- Implemented action plans and development strategies enhancing operational quality.
Experience
Quality Assurance Lead
Responsible for quality performance, management and direction of more than 20 people in charge., Action plan and improvement proposals and development.
Bilingual Quality Assurance Analyst
Responsible for quality assurance and continuous improvement in the processes carried out within the operation for a streaming platform.
Bilingual Quality Assurance Analyst
Responsible for continuous improvement in the processes carried out within the operation for a travel agency., Social networks management and experience in more than 20 lines of business.
Bilingual Back Office Assistant
Responsible for the administrative management of providers and hotels in Latin America and Europe.