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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.
Contacto
Guatemala City, Guatemala, Guatemala
Abierto a remoto
Disponible en CazVid
Competencias
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.
Resumen
Quality assurance analyst with over two years of experience managing multiple client teams and improving service metrics.
Logros Clave
- 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
Habilidades
Quality AssuranceTeam LeadershipReporting & AnalysisClient Relations
Publicado en CazVid - 3 jul 2025