Paula Anzola

Training and Quality professional with 7+ years of experience in global BPO operations, specializing in Learning & Development, Quality Assurance, Coaching, Performance Management, and Stakeholder Collaboration. Proven track record leading training initiatives, mentoring trainers and support teams, improving operational performance, and delivering client-facing reports and KPI analysis within fast-paced customer experience environments. Experienced supporting onboarding, upskilling, nesting programs, and continuous improvement strategies for international accounts including Airbnb and Google.

Strong communication, analytical thinking, and team leadership skills with a passion for employee development and operational excellence.

Customer Expert Specialist – Relay Financial Account at Teleperformance (2026 – Present)

• Provide banking customer support via phone, chat and email channels
• Assisted users with troubleshooting and platform guidance.
• Maintained customer satisfaction and issue resolution standards.

Associate Training Manager – Airbnb Account at Sutherland Global Services (2023-01 – 2026)

• Led and supervised Trainers and Virtual Training Facilitators (VTFs) supporting onboarding and learning initiatives.
• Presented training performance reports, KPIs, and operational insights directly to stakeholders and clients.
• Managed training improvement initiatives focused on employee performance and operational excellence.
• Supported knowledge management and continuous improvement projects.
• Conducted coaching, mentoring, and development sessions.

International Assignment – Bangalore, India at Sutherland Global Services (2024-04 – 2024-07)

Selected to support the launch and operational implementation of the Airbnb Claims business line in Bangalore, India.

• Led training, onboarding, and knowledge transfer initiatives for newly established operational teams.
• Collaborated cross-functionally with Operations, Training, Quality, and Leadership teams to establish workflows and performance standards.
• Supported successful business ramp-up and operational continuity for the international expansion project.

Lead Training & Knowledge Management Specialist - Airbnb Account at Sutherland Global Services (2022-01 – 2023-12)

• Facilitated onboarding and LOB training programs for new hires.
• Certified trainers and VTFs as Master Trainer ACT.
• Delivered product and operational training aligned with campaign requirements.
• Evaluated learner readiness and training effectiveness.

Senior Customer Experience Specialist – QA - Airbnb Account at Sutherland Global Services (2019-01 – 2022-12)

• Performed quality evaluations and operational compliance reviews.
• Identified performance gaps and provided coaching recommendations.
• Collaborated with Training and Operations teams to improve customer experience.
• Delivered insights and reporting to support business decisions.

Technical Support Representative – Google Account at Sutherland Global Services (2018-01 – 2019-12)

• Provided technical support via phone and chat for G-Suite products.
• Assisted users with troubleshooting and platform guidance.
• Maintained customer satisfaction and issue resolution standards.

Industrial Design in Industrial Design – Fundación Universidad Autónoma de Colombia