Bogota, D.C., Capital District, Colombia
I am a Senior Quality Assurance Analyst with 5+ years of experience driving quality excellence in BPO and fintech environments. I specialize in evaluating multi-channel customer interactions (phone, chat, email, social media) and transforming performance data into actionable insights that improve KPIs and operational efficiency. My expertise includes: • Quality auditing & rubric evaluation • AI-assisted call evaluation (Observe.AI) • KPI tracking & dashboard development (Google Sheets / Excel – Pivot Tables, VLOOKUP, Queries) • Calibration leadership & cross-functional alignment • Root-cause analysis & performance improvement plans • Social Media Quality evaluation As the QA Lead for the Social Media LOB, I facilitated calibration sessions, aligned quality standards across US and Colombia teams, and implemented action plans that increased quality scores by 15%. Currently, I am studying Physics at Universidad Nacional de Colombia, where I’ve developed strong analytical and problem-solving skills, along with programming knowledge in Python, C++ and basic SQL. I am particularly interested in AI quality, data analysis, and technology-driven process optimization. I thrive in remote, global, and high-performance environments where data-driven decisions matter.
Senior QA responsible for evaluating multi-channel customer interactions (phone, chat, email, social media) within a fintech environment (Cash App – US market). • Audited agent performance using structured quality rubrics and compliance frameworks • Utilized AI-assisted evaluation tools (Observe.AI) to identify behavioral and operational patterns • Led Social Media Line of Business (LOB) calibrations with cross-regional stakeholders (US & Colombia) • Increased quality scores by 15% through structured action plans and targeted coaching initiatives • Conducted root-cause analysis to identify recurring performance gaps and operational risks • Built KPI dashboards in Google Sheets and Excel (Pivot Tables, VLOOKUP, Queries, Arrays) • Acted as Point of Contact (POC) between QA and Operations teams • Delivered detailed performance feedback in English to support agent development • Worked with AI-supported quality monitoring systems to enhance evaluation accuracy and identify performance trends. Tools: Salesforce, Amazon Connect, Sprinklr, Observe.AI, Slack, Google Sheets, Excel
Delivered bilingual customer support (English/Spanish) through phone, chat, and email channels within a financial services environment. • Resolved complex technical issues, refunds, and account-related disputes • Maintained high customer satisfaction and compliance standards • Consistently exceeded performance KPIs in quality and resolution time • Demonstrated strong problem-solving skills in high-volume environments