Jean Yague
LATAM Regional Quality Assurance Specialist for Service Excellence
Bogota
Summary
Customer service professional with over 7 years of experience in B2C, B2B, and stakeholder management for leading organizations in banking and technology across the Americas and Asia. I am dedicated to delivering exceptional client satisfaction and maintaining top-tier quality standards in diverse, high-paced environments.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
1
1
Language
Work History
LATAM Regional Quality Assurance Specialist for Service Excellence
Huawei
07.2023 - Current
- Analyzed Customer Feedback and Performance Data:
Consolidated and evaluated customer feedback and QA performance metrics to identify service quality trends and recurring issues. Performed in-depth root cause analysis across key dimensions—procedures, knowledge gaps, training effectiveness, human factors, and system/environment-related issues.
Recommendations based on findings led to a 15% increase in Net Promoter Score (NPS) and a 12% improvement in First Contact Resolution (FCR) by optimizing internal processes and aligning coaching efforts with frontline needs. - Monitored and Evaluated Service Quality:
Led regular audits, call monitoring, and service evaluations across multiple customer channels including hotline, online chat, social media / voice of the customer, email, and WhatsApp. Ensured consistent application of quality standards across platforms, reducing critical non-compliance incidents by 30% within a year. - Developed and Implemented QA Frameworks:
Designed and implemented QA standards for B2C and B2B service delivery, integrating customer journey mapping to align service with each stage of the customer lifecycle. This directly supported eCommerce campaigns and drove a 15% increase in sales conversions through improved service consistency and experience quality. - Analyze Customer Feedback and Data: Gather and analyze customer feedback and performance data to assess service quality trends, identify issues, and recommend solutions for enhancing customer satisfaction.
- Establish and Track KPIs:
Defined and monitored key performance indicators (KPIs) for service quality, ensuring alignment with organizational goals. This process was driven by a multifactor evaluation for performance management, selecting the most critical indicators based on business priorities. As a result, KPIs were effectively tailored to drive key outcomes, helping the team move from quartile 3 and 4 to an average score improvement of 10%, contributing directly to business growth.
Quality Assurance Manager For PNC Bank Campaing
Atento
11.2021 - 12.2022
- Develop and Implement QA Policies: Create and refine quality assurance policies, procedures, and frameworks, aligning them with client and regulatory standards. Led to a 15% improvement in compliance with client expectations.
- Monitor and Analyze Agent Performance: Track and evaluate agent interactions to ensure adherence to quality standards. Conducted root cause analysis of quality metrics, resulting in the identification of key areas for improvement and a 10% reduction in errors.
- Lead QA Calibration and Training: Facilitate calibration sessions to ensure consistency across QA evaluations and work with operations and training teams to address performance gaps. Contributed to a 20% improvement in team performance.
- Drive Continuous Improvement: Mentor and coach QA analysts while presenting performance reports and insights to senior management. Drove initiatives that resulted in increased customer satisfaction and enhanced service efficiency by 12%.
Operation Supervisor
BBVA / PNC Bank
11.2019 - 10.2021
- Monitor and Drive Team Performance: Track key metrics such as call handling time, customer satisfaction, and quality scores. Led team to consistently exceed KPIs, achieving a 15% improvement in customer satisfaction and a 10% reduction in call handling time.
- Lead and Develop Team: Mentor and motivate a team of agents to meet performance targets while fostering a positive work culture. Resulted in a 20% increase in employee retention and improved team morale through recognition and ongoing development initiatives.
Customer Service Representative
BBVA
07.2018 - 10.2019
- Manage Customer Inquiries and Transactions: Handle customer inquiries and transactions related to accounts, loans, credit cards, and financial products, ensuring accurate information and timely resolution of issues.
- Assist with Account and Loan Management: Support account openings, updates, and issue resolution, while guiding customers through loan and credit card applications and educating them on financial products and services.
Education
Bachelor of Arts - Music
Universidad De Las Américas
Quito Ecuador 01.2012 - 01.2017
Skills
- Customer service
- Quality assurance
- Project management
- Quality improvements
- Team collaboration
- Documentation and reporting
Websites
Certification
COPC 2000 Standard – Quality Assurance Management Training Internally certified by Huawei, based on COPC guidelines
Timeline
COPC 2000 Standard – Quality Assurance Management Training Internally certified by Huawei, based on COPC guidelines
05-2024
LATAM Regional Quality Assurance Specialist for Service Excellence
Huawei
07.2023 - Current
Quality Assurance Manager For PNC Bank Campaing
Atento
11.2021 - 12.2022
Operation Supervisor
BBVA / PNC Bank
11.2019 - 10.2021
Customer Service Representative
BBVA
07.2018 - 10.2019
Bachelor of Arts - Music
Universidad De Las Américas
01.2012 - 01.2017
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