Rafael - Quality Analyst with 5+ years in Customer Service & Healthcare

Supervised and monitored quality performance and ensured adherence to quality standards throughout the product lifecycle.

Analyzed performance data and developed reports to identify trends and support decision-making.

Managed teams and created training programs to improve operational efficiency and ensure compliance.

Led cross-functional projects and optimized processes in healthcare and retail environments.

Applied strong communication, leadership, and teamwork skills across roles in customer service and management.

Supervise Quality Assurance performance in daily activities., Provide statistics on call center performance., Develop reports integrating statistical analysis on action planning (Excel Dashboards, Google Sheets)., Monitor quality metrics continuously to identify trends or areas for improvement., Ensure that quality standards are being adhered to throughout the entire product lifecycle., Provide training and guidance to other employees on quality standards and testing procedures.

Managed a team of 15 employees in a fast-paced retail environment., Led cross-functional project teams to improve operational efficiency., Analyzed data to identify trends and areas for improvement., Ensured compliance with company policies and procedures., Developed and implemented training programs for new hires.