Quality & CX Manager

I am a strategic leader with over 13 years of experience driving operational excellence within Global Business Services (GBS) and Shared Services Centers (SSC). Throughout my career, I have demonstrated a proven track record in leading cross-functional teams and managing performance frameworks that align global policies with local execution. I am passionate about fostering a culture of continuous improvement and automation to enhance operational efficiency.

My expertise lies in designing and implementing comprehensive performance metrics and quality control processes that ensure data-driven decision-making and operational transparency. I have successfully led large teams, directing multi-disciplinary organizations of over 80 to 100 full-time employees, while championing a continuous improvement mindset that delivers superior service quality.

I have extensive experience in process improvement, Lean Six Sigma methodologies, and Agile/Scrum frameworks, which have enabled me to improve QA accuracy, reduce operational costs, and increase workflow efficiency and agent productivity. I am skilled at conducting audits, enforcing global operational standards, and partnering with technology teams to integrate AI solutions that enhance compliance and performance.

As a polyglot professional fluent in Spanish, French, English, and intermediate Portuguese, I thrive in fast-paced, international environments. I leverage my strong interpersonal influence and problem-solving skills to drive collaboration across Operations, Technology, and HR departments, ensuring integrated business results.

I am committed to continuous learning and hold certifications in COPC QA & Management, SCRUM Master, Six Sigma Green Belt, Internal Auditor ISO 9001, and Risk Management. My goal is to scale high-performing teams and deliver measurable improvements in quality and customer experience.