Noah Gonzalez

# Quality & CX Manager

Location Costa RicaDesired Salary 20 -  USD/hourlyWork preference Full Time, Contract, Part TimeLinksNot setStatus   Actively looking Field / Industry Customer Success

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -   French -   Portuguese -   Spanish -

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[Overview](#overview)

## About Me

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.

## Skills

### [Problem Solving](https://jobicy.com/talent/problem-solving.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Collaboration](https://jobicy.com/talent/collaboration.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Risk Management](https://jobicy.com/talent/risk-management.md)[Reporting](https://jobicy.com/talent/reporting.md)[Leadership](https://jobicy.com/talent/leadership.md)[Strategic Planning](https://jobicy.com/talent/strategic-planning.md)[Agile](https://jobicy.com/talent/agile.md)[Automation](https://jobicy.com/talent/automation.md)[Change Management](https://jobicy.com/talent/change-management.md)[Team Management](https://jobicy.com/talent/team-management.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Vendor Management](https://jobicy.com/talent/vendor-management.md)[Scrum](https://jobicy.com/talent/scrum.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Operations Management](https://jobicy.com/talent/operations-management.md)

## Education

Fidelitas - Progress  2020  Bachelor of Laws

In progress

## Experience

Operations Front Line Manager @ Equifax Costa Rica  2019 - 2023 Directed a multi-disciplinary organization of 100+ FTEs, fostering a culture of high performance and accountability across diverse business lines. Designed and implemented performance metrics to monitor process health across multiple global programs. Conducted end-to-end audits to establish and enforce Global Operational Standards. Served as Strategic Point of Contact for key departments and external vendors. Championed continuous improvement initiatives and demonstrated expert problem-solving and decision-making skills. Leveraged interpersonal influence to drive collaboration between Operations, Tech, and HR.

Quality & CX Manager @ Equifax Costa Rica  2023 - January 2026 Led a multi-disciplinary organization of 80+ FTEs, improving QA accuracy by 13% and reducing operational costs by $50k annually through Lean Six Sigma. Designed and implemented performance metrics ensuring data-driven decision-making and operational transparency. Oversaw quality control processes ensuring 100% compliance and increased coverage by 10% YoY. Spearheaded root-cause and capacity analysis initiatives improving workflow efficiency and agent productivity by 10% YoY. Developed internal KPI framework increasing productivity by 15% and reducing inter-rater variance. Partnered with RPA, Engineering, and Technology teams to deploy AI solutions achieving 95% accuracy in script execution and compliance.