David Aguilar

Quality Assurance professional with nearly 7 years of experience at Roche, progressing from IT Support to Customer Experience and Quality Assurance. Experienced in calls, chats, tickets, CSAT, QA evaluations, calibration, reporting, and continuous improvement. Hands-on experience with CallMiner AI and NICE QA Tool, including participation in the implementation of CallMiner across the organization and collaboration with EMEA and APAC teams.

Strong analytical and technical background with experience in QA dashboards, automation, training, and process standardization.

Quality Assurance Specialist - Roche

(2023-02 - 2026-04)

Conducted approximately 85 QA evaluations per month across calls, chats, and tickets using standardized quality criteria.

• Used CallMiner AI to configure evaluation criteria, review and validate AI-generated evaluations, identify discrepancies, and support consistent quality scoring.
• Participated in the implementation and adoption of CallMiner across the organization, collaborating with QA teams and stakeholders in EMEA and APAC.
• Performed QA calibration activities to improve evaluation consistency and alignment across evaluators.
• Analyzed QA results, CallMiner data, quality trends, and performance metrics to identify gaps and improvement opportunities.
• Conducted approximately 26 CSAT reviews per month, translating customer feedback into actionable recommendations for Operations and Team Leads.
• Used NICE QA Tool and other QA systems for quality monitoring, evaluations, and performance analysis.
• Created and maintained QA dashboards and reporting automation using Google Apps Script, Google Sheets, Google Drive, and Excel.
• Developed and standardized QA evaluation formats, quality standards, and monitoring processes to support consistency across the global QA organization.
• Supported QA training and onboarding, including QA inductions and collaboration with Training to address knowledge and performance gaps.
• Participated in governance meetings, communicated quality results to stakeholders, and escalated critical quality and customer-impacting issues.
• Supported QA initiatives beyond the primary IT scope, gaining exposure to broader RSS operations including Finance, Procurement, and T&E.

Senior Customer Experience Specialist - Roche

(2022-11 - 2023-02)

Provided technical and customer support in a global service environment, managing user interactions and service requests.

• Supported users through multiple service channels while following established procedures and knowledge management resources.
• Analyzed customer issues and service interactions to identify recurring problems and opportunities for improvement.
• Collaborated with internal teams and stakeholders to resolve complex technical and customer-related issues.
• Developed strong knowledge of customer experience, ticket management, service operations, and quality standards.

IT Support Technician - Roche

(2019-07 - 2022-10)

Provided technical support and troubleshooting to end users in a global enterprise environment.

• Managed incidents and service requests using ServiceNow and other enterprise platforms.
• Applied troubleshooting, technical knowledge, and knowledge management resources to resolve user issues.
• Collaborated with internal teams to investigate and resolve complex technical incidents and requests.

High School Bachelor's Degree - CTP Mario Quiros Saso

Technical Degree - Accounting - CTP Mario Quiros Saso

Bachelor's Degree - Computer Engineering - ULACIT