I am a Quality Assurance and Operations professional with more than eight years of experience supporting BPO, customer support, content moderation, and back-office teams in remote, hybrid, and on-site environments.
I specialize in quality auditing, compliance monitoring, performance analysis, KPI tracking, calibration, coaching, and reporting. I assess customer interactions across email, ticketing, voice, and moderation channels to ensure they meet client guidelines and service standards.
I use data and operational insights to identify trends, risks, performance gaps, and opportunities for process improvement. I deliver clear reports and actionable feedback that help teams improve accuracy, efficiency, and customer experience.
As a supervisor and senior quality analyst, I have led agents, supported cross-functional operations, maintained client communication, and coordinated daily activities and special projects. I am comfortable working with remote and hybrid teams and managing multiple priorities.
I also bring experience in geographical data auditing, coordinate verification, customer service, client liaison, vendor communication, and administrative support. I am a native Spanish speaker with C2-level English proficiency and am remote-ready.
- Led and supervised a team of agents while ensuring adherence to client requirements, company quality standards, and operational procedures.
- Served as a primary contact for client inquiries, daily operations updates, and special projects.
- Conducted email quality audits, coached agents on performance gaps, and prepared daily performance reports.
- Used quality findings to improve accountability, agent effectiveness, and customer experience.
- Audited email interactions for compliance with client guidelines and service standards.
- Identified quality gaps and provided individualized, actionable feedback to improve agent performance.
- Produced daily and weekly quality reports covering trends, risks, and improvement opportunities.
- Performed geographical data auditing for a Waze campaign, including geocoding validation and manual verification and correction of latitude and longitude coordinates.
- Supported the VP of Operations by helping ensure operational processes were executed accurately, efficiently, and on schedule.
- Coordinated task completion across departments to meet organizational deadlines and goals.
- Managed communication with sponsors and vendors and provided administrative support through reporting, scheduling, and internal coordination of staff activities.
- Led quality monitoring initiatives across ticketing, voice, and content moderation channels.
- Supported QA leadership in maintaining evaluation accuracy, calibration consistency, and policy compliance.
- Assisted with performance analysis and coaching strategies to improve service quality.
- Worked with operational teams to identify quality issues and support continuous improvement.
- Analyzed and audited customer interactions across calls, tickets, and gaming moderation channels.
- Ensured evaluations met client standards, contractual KPIs, and quality requirements.
- Delivered structured written and verbal performance insights to management.
- Used call center tools and data analysis to identify quality trends and operational risks, collaborating with QA leadership on process improvements.
- Served as a primary liaison between clients and catering partners, handling customer inquiries, account updates, service changes, and logistics coordination.
- Maintained a strong focus on accuracy, customer satisfaction, and adherence to procedures.
- Resolved customer issues efficiently and contributed to strong client relationships through professional, solution-oriented communication and service support.
- Provided high-end guest relations support, including check-ins, check-outs, reservations, order assistance, and personalized guest services.
- Managed requests, special needs, and issue resolution to maintain guest satisfaction.
- Created and maintained the hotel newsletter, supported guests during emergencies and security-related incidents, and provided local tourism, restaurant, and entertainment recommendations.
Bachelor's Degree, Advertising
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