Carlos - Quality Assurance Manager with 10+ years in client service and process improvement

Developed and implemented quality standards, monitored performance metrics, and drove continuous improvement initiatives.

Supervised multiple teams of supervisors and analysts, promoting skill development and operational excellence.

Led new program launches, created reporting tools, and optimized staffing and workflows for efficiency.

Maintained strong collaborations with departments to align strategies and improve client satisfaction.

Implementation of QA Playbooks and processes following standard operating procedures based on company and client policies or expectations, Ensure proper staffing according to ratios and accommodate salary compensations based on established pricing models, Manage all supervisors assigned in multiple...

Responsible for the supervision, training and mentorship of quality analysts along with guidelines on quality principles and standards, Lead and prepare client facing activities related to performance reviews, Calibrations including all departments and develop action planning for KPIs improvement,...

Provides quality service by enforcing quality and customer service standards, Worked as a Supervisor for Care and Technical Support with excellent results on quality, team management and kpi´s monitoring, Carismatic, people oriented person, very dinamic and creative also used to Completing...