Perfil do candidato

Desbloqueie este perfil

Registe-se gratuitamente como recrutador para ver o CV completo, os contactos e contactar o candidato.

Registar como recrutador Já tenho uma conta de recrutador

3 anos de experiência

Competências

Leadership Team Management Strategic Planning Executive Reporting Mentorship Quality & Training FMEA RCA Instructional Design Speed to Readiness Data Analysis KPI Optimization Performance Management Systems Coaching Operational Consistency

Experiência

Training and Quality Sr Supervisor

Concentrix

2025-10 -

Designs impactful learning experiences and quality frameworks aligned with business objectives. Leverages performance insights to drive continuous improvement and operational consistency. Leads a team of trainers and quality analysts, fostering a culture of excellence and professional growth. Applies FMEA methodologies to identify risks and optimize performance. Reports executive metrics and mentors staff to enhance customer satisfaction.

Training and Quality Supervisor

Concentrix

2024-09 - 2025-10

Directed a team of trainers and QA specialists, promoting a culture of excellence. Implemented FMEA risk analysis to improve operational performance. Managed training programs and quality control processes, ensuring alignment with corporate standards. Produced executive reports on KPI trends and coached team members to achieve performance targets.

Trainer II

Webhelp Legacy

2023-08 - 2024-09

Delivered specialized training and managed the nesting (transition) phase for new hires. Facilitated onboarding to ensure rapid speed‑to‑proficiency, improving time‑to‑productivity. Coordinated with subject matter experts to align curriculum with operational goals. Monitored trainee performance and provided feedback to accelerate skill acquisition.

Subject Matter Expert

Webhelp

2023-02 - 2023-08

Provided tier‑II floor support to new hire and operation agents, handling performance‑related queries. Executed administrative tasks linked to performance improvement and targeted coaching strategies. Analyzed agent metrics to identify coaching opportunities and contributed to knowledge‑base updates.

Customer Service Representative

Webhelp

2022-09 - 2023-02

Handled inbound calls, delivering first‑time resolutions for customers. Maintained high service quality standards and met performance targets. Documented interactions and escalated complex issues to appropriate teams.

Formação

Psychology

Idiomas

English

fluent

Spanish