Diego Alexander Velez
Quality Assurance & Continuous Improvement Lead
Bogotá,DC
Summary
Dynamic Quality Assurance Analyst successfully executes testing methodologies to identify gaps and make recommendations for process improvements. Leverages excellent analytical and programming skills to document and troubleshoot errors. Advanced knowledge of test case management and defect tracking tools to support test processes.
Overview
6
6
years of post-secondary education
3
3
years of professional experience
Work History
Quality Assurance & Training Lead
Teleperformance
Bogota D.C, Bogota D.C
03.2020 - Current
- Oversaw all aspects of quality assurance, including establishing metrics, applying industry best practices and developing new tools and processes.
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
- Established new and improved QA processes by developing test processes, test cases and assigning and executing tests.
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
Trainer
Teleperformance
Bogota D.C., Bogota D.C.
03.2020 - 04.2020
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Employed job analysis in accordance with principles of instructional design to create effective training programs.
- Identified and proactively solved internal problems related to employee turnover by revamping training approaches.
Customer Service Representative
Teleperformance
Bogota D.C., Bogota D.C.
11.2018 - 03.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Accedo 24/7
Bucaramanga , Santander
05.2017 - 11.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Professional - Social Communication & Journalism
Universidad Cooperativa De Colombia
Bogota 08.2015 - Current
Skills
Excel
Timeline
Quality Assurance & Training Lead
Teleperformance
03.2020 - Current
Trainer
Teleperformance
03.2020 - 04.2020
Customer Service Representative
Teleperformance
11.2018 - 03.2019
Customer Service Representative
Accedo 24/7
05.2017 - 11.2018
Professional - Social Communication & Journalism
Universidad Cooperativa De Colombia
08.2015 - Current
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