I am a quality assurance and data analysis professional with experience in quality monitoring, content auditing, performance metrics, and root cause analysis. My background includes customer support, content moderation, digital platforms, and AI decision evaluation.
I have monitored customer interactions and moderated content (video, image, and text) across email, chat, social media and advertising channels. I assess quality through QA, CSAT, Accuracy, and other KPI metrics while identifying opportunities for continuous improvement.
I use root cause analysis techniques, including the 5 Whys methodology, to investigate performance gaps and support teams in achieving quality targets. I am experienced in delivering feedback, conducting side-by-side coaching sessions, and participating in internal and global calibration sessions.
I have worked with human and artificial intelligence decision comparisons, identifying calibration and improvement opportunities for moderation processes. I also apply content policies and development materials to ensure accurate and consistent decisions.
My technical toolkit includes Tableau, Excel, Salesforce, PEGA, VERINT, and JIRA. I hold Lean Six Sigma White Belt certification and bring bilingual communication skills in Portuguese and English, with basic Spanish proficiency.
