About
Quality Assurance professional with 5+ years of experience in BPO operations and 3+ years specializing in Quality Assurance, interaction monitoring, quality auditing, trend analysis, reporting, calibration, and feedback.
Experienced in analyzing large volumes of interaction data to identify quality trends, generate actionable insights, and support operational and client-facing decision-making.
Currently part of a global QA team supporting multiple international sites, with experience collaborating with Managers, Supervisors, Team Leads, QAs, and clients.
Skilled in quality improvement recommendations, data-driven reporting, and quality standards alignment.
B2 English proficiency with experience working in English-language tools, documentation, and professional environments.
What I'm looking for
I am seeking a remote opportunity in Quality Assurance, Quality Management, or Customer Experience, where I can leverage my experience in quality evaluation, interaction auditing, data analysis, and process improvement.
I am particularly interested in remote roles where I can contribute to quality improvement, customer experience, operational excellence, and continuous improvement within a collaborative and growth-oriented team.
Experience
SENIOR QUALITY EVALUATOR | QUALITY SPECIALIST
OneLink BPO / Webhelp Colombia
Aug 2021 – Present
● Conduct quality monitoring and analysis across chat, email, and phone interactions, evaluating compliance with process guidelines, support rubrics, service quality standards, and case documentation requirements.
● Analyze large volumes of interaction data and randomly selected samples to identify trends, recurring behaviors, and quality gaps affecting agent and QA performance.
● Audit quality evaluations previously completed by QAs to assess alignment with established support rubrics, evaluation criteria, and quality standards.
● Provide direct, actionable feedback to QAs and Team Leads regarding evaluation accuracy, rubric alignment, and the effectiveness of feedback delivered to agents.
● Participate in biweekly calibration sessions to promote consistency in quality standards and interpretation of support guidelines, contributing to the identification and resolution of evaluation discrepancies.
● Develop detailed reports using Google Sheets and Google Docs, translating data findings into insights for Managers, Supervisors, and clients.
● Present quality findings and trends in client-facing meetings when required, supporting discussions around training needs, knowledge reinforcement, and quality improvement recommendations.
● Collaborate as part of a global QA Specialist team supporting operations across multiple international sites.
● Create and use dashboards, charts, filters, formulas, and pivot tables to organize, analyze, and visualize quality data.
● Consistently recognized by direct leadership for strong performance and contribution through annual performance reviews and recurring one-on-one feedback.
Quality AuditingData VisualizationGoogle SheetsCustomer SupportChat SupportEmail Support
CUSTOMER SERVICE REPRESENTATIVE | ADVOCATE
Teleperformance S.A.
Jan 2019 – Jan 2021
Account: Rebel (Confidential Client) | Mobility Platform
● Provided phone-based customer support to drivers across Latin America, assisting with payment-related inquiries and other operational concerns.
● Worked within a Spanish-speaking customer operation while using English-language tools, systems, and documentation.
● Managed high-volume interactions while meeting key performance indicators such as Average Handle Time (AHT) and Customer Satisfaction (CSAT).
● Selected as a Top Performer in 2019 in recognition of outstanding performance.
● Selected as an Advocate, providing real-time peer support to agents handling complex interactions or requiring guidance on case management.
● Supported new agent waves during onboarding and adaptation, helping reinforce operational knowledge and best practices.
Phone SupportCustomer SatisfactionCase Management
Crew
Arcos Dorados Paisas S.A.S. (McDonald’s)
Fast-paced customer service and operational environment requiring adaptability, teamwork, and performance under pressure.
Customer ServiceOperationsTeamwork
Customer Service Representative
Emtelco CX & BPO
Customer service support for L'Bel consultants in Mexico.
Customer ServiceSupportClient Relations
Education
Technical Degree in Veterinary Assistance
Universidad de Antioquia
Zootecnia
Veterinary assistant
Technical · Veterinary
2022 – 2023
Certifications
Excel — Basic & Intermediate Certification
Universidad Santo Tomás · Comfama
Skills
Feedback & coachingQuality standards alignmeCalibrationData analysisQuality analyst
Languages
Spanish (Native or bilingual proficiency)English (Professional working proficiency)
