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Jessica L.
@jess_white80
Quality Analyst Call, Chat Evaluation, Performance Improvement
El Salvador
Inglês, Espanhol
Sobre mim
I’m a bilingual professional with 4 years of experience as a QA Subject Matter Expert in a fast-paced call center environment, helping improve team performance through detailed feedback and process audits.
I specialize in quality assurance, customer service support, and process improvement with strong attention to detail. Previously, I spent over 10 years supporting finance managers, leading teams, managing payments, and handling reporting and financial analysis.
Fluent in English and Spanish, reliable, and highly organized.
Habilidades
Jessica L.
offline •
Conheça meus serviços
Assistência geral
I will audit your customer support chats, emails and calls for quality assurance
Assistência geral
I will review and audit customer support calls for QA
Experiência profissional
QA Analyst SME
Compañía Salvadoreña de Teleservices S.A. de C.V. • Período integral
Mar 2021 - Nov 2024 • 3 yrs 8 mos
- Responsibilities: Guided and monitored the analyst team to meet goals and maintain quality through regular checks. Acted as the main contact with the client, leading meetings and handling daily communication. Analyzed results and created reports to support decision-making.Supported the Quality Manager with operational and administrative tasks as second-in-command. - Achievements: * Improved audit effectiveness through spot checks, reducing errors by 30% and strengthening team accuracy and consistency. * Optimized communication by cutting response times by 50% through performance reports and key analysis, supporting strategic decisions and enhancing customer satisfaction.
Regional Treasury Analyst
Huawei Telecommunications El Salvador • Período integral
Apr 2011 - Feb 2016 • 4 yrs 10 mos
Managed accounts payable and cash flow, including payment forecasting, income and expense control, and bank reconciliations. Maintained relationships with vendors and trained new employees and partners in administrative processes. Coordinated transfers, treasury approvals, and trained regional treasurers on corporate procedures.
