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Work Background
ContactPoint 360Quality Manager
Feb. 2025Bogotá, Distrito Capital, Colombia
IntouchCXQuality Assurance Team Lead
Jan. 2022 - Aug. 2024Bogota, D.C., Capital District, Colombia• Lead and manage the Quality Assurance team, ensuring high standards. • Parcipate in client-facing meengs such as Weekly and Monthly Business Reviews (WBR, MBR) and operaonal calls. • Develop and implement monthly acon plans for agents to improve performance in collaboraon with Operaons. • Coordinate calibraon sessions with Operaons and Training teams to ensure consistency and alignment. • Bridge knowledge gaps through call listening sessions, presentaons, and targeted training iniaves for agents. • Evaluate calls reviewed by Quality Analysts, analyze results, and provide construcve feedback. • Monitor compliance daily, weekly and monthly, delivering performance reports to clients, highlighng impacul behaviors and improvement strategies.
Sitel GroupQuality Analyst
Dec. 2020 - Jan. 2022• Monitor and evaluate calls, analyze performance data, and provide feedback to agents. • Develop acon plans to drive improvement in agent performance. • Lead calibraon sessions with Operaons and clients to ensure evaluaon consistency. • Prepare and deliver daily, weekly, and monthly reports on account performance and impacul behaviors. • Address knowledge gaps through targeted call listening sessions and provide support during agents' inial days on calls. • Lead and manage the quality team, ensuring compliance with monitoring standards. • Act as the point of contact between the quality teams in Colombia and Nicaragua, and senior management.
Sitel GroupCustomer Service Representave
Aug. 2020 - Dec. 2020Bogotá, Capital District, Colombia• Provided telephone support to the senior populaon in the United States, assisng with health insurance inquiries and requirements.
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