Operations and Quality Manager
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My objective is to provide an efficient service as a leader managing any type of campaign, providing more than 15 years of experience in people management and development. I have the skills and knowledge to exceed client expectations and needs. With more than 5 years as a leader in the BPO industry, I have participated in four successful ramp-ups. I am a self-motivated and efficient individual, able to cascade this to the people I work with to create a successful and fast-paced environment.
Porch Group Quality Assurance Manager January 2019 - Dec 2022
● Manage the Quality Assurance department for six different lines of business with a total of 200+ FTEs.
● Create from scratch a QA process for the call center process on sales and customer service.
● In charge of creating standard operating procedures and all documents for the QA department.
● Create and update all QA reports for all LOBs.
● Data analysis, identification and correction, employee performance improvement, and change management.
● Present MBR and QBR to the VP of the department.
● Currently managing 6 direct employees, Quality Coaches, one on One performance and development.
Currently completing a degree in Psychology in ULA.
