Ligia P.

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Dynamic Answering Services

Quality Assurance and Training Supervisor

Oversee and manage the daily operations of the Quality Assurance and Training departments. Review and resolve quality-related disputes in a timely and consistent manner. Coach, mentor, and provide ongoing performance feedback to agents and Quality Assurance Analysts. Review, validate, and evaluate Quality Assurance assessments to ensure accuracy and adherence to standards. Conduct weekly calibration sessions with the Quality Assurance and Operations teams to ensure consistent evaluation standards and alignment on quality expectations. Analyze quality performance data and identify trends, gaps, and improvement opportunities. Prepare and deliver detailed weekly, biweekly, and monthly quality and performance reports to management. Travel as required to deliver in-person training for new hires at global sites and support cross-location onboarding initiatives. Deliver comprehensive product training sessions to groups of 5 to 30 new hires, ensuring knowledge retention and readiness for production.

Direct English Academy

English Teacher

Dynamic Answering Services

Data Entry Clerk

SEBPO

Back Office Supervisor

Promoted a culture of continuous improvement by encouraging open feedback from team members. Optimized resource allocation by tracking employee schedules, workload, and availability. Provided ongoing support and guidance to team members, fostering a positive work environment conducive to growth and excellence. Maintained a high level of data accuracy by regularly reviewing reports generated by the team. Enhanced team productivity through regular performance monitoring and feedback sessions. Conduct monthly governance calls to review performance metrics and address escalations in a timely and effective manner. Perform Quality Assurance reviews on tasks and deliverables prior to submission to the client to ensure accuracy, compliance, and quality standards.