Andres Escobar
Bogotá - Cundinamarca
Summary
Over 5 years of experience performing necessary QA audits and pulling key data to assemble detailed analytical reports. Maintained high quality threshold levels, overseeing comprehensive technical framework drafts and reviews. Issued detailed calls-to-action, noting criteria and obstacles to quality management system effectiveness.
Overview
8
8
years of professional experience
1
1
Certification
Work History
CNS HBS Resolution Especialist [A], L3
Amazon
08.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed and actualized customer service initiatives to decrease wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Quality Analyst Lead
Teleperformance
08.2016 - 06.2022
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
- Established metrics, applied industry best practices and developed new tools and processes.
- Performed internal audits to maintain operating procedure and regulatory standards compliance.
- Created requirements for milestones and monitored completion of tasks for QA team.
- Communicated directly with QA team to resolve user-reported problems and questions.
- Coached and motivated 10 person QA team to develop competencies
Education
Bachelor of Science - Informatics
CUC - Colegio Universitario De Caracas
Caracas-CCS, Venezuela06.2013
Skills
- Adaptability and Flexibility
- Information Sequencing
- Finished Goods Inspection
- Problem-Solving
- Solution Development and Optimization
- Quality Issue Identification
- Team Leadership
Languages
Spanish
Native language
English
Upper intermediate
B2
Knowledge
- Excel level: Advance
- Lean Six Sigma: Yellow belt
- Jira Software
Certification
How to be a leader, Teleperformance - 2021
Timeline
CNS HBS Resolution Especialist [A], L3
Amazon
08.2022 - Current
Quality Analyst Lead
Teleperformance
08.2016 - 06.2022
Bachelor of Science - Informatics
CUC - Colegio Universitario De Caracas
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