Oscar CASTILLO
Quality & Business Analyst
Bogota,HUI
Summary
Accomplished Quality Manager with a proven track record at Teleperformance, enhancing operational efficiency and employee training in quality management. Expert in Quality Management Systems and internal auditing, with a knack for problem-solving and fostering client relationships. Achieved significant improvements in process efficiency and customer satisfaction, demonstrating an analytical mindset and a commitment to excellence. Diligent Quality Manager with 5 years of experience making sure products and services meet internal and external standards. Skilled in market research, project management, and statistical analysis. Organized and analytical with excellent written and verbal communication skills.
Overview
5
5
years of professional experience
Work History
Quality Manager
Teleperformance
02.2021 - Current
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Developed and deployed production control plans and created work instructions and procedures.
Quality Assurance Analyst
Teleperformance
08.2020 - 02.2021
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Customer Service Representative
Teleperformance
06.2019 - 08.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Arts - Classical Languages And Literatures
CECOVE
Colombia 05.2001 -
Skills
Quality Management Systems
Internal Auditing
Problem-solving abilities
Quality Training
Statistical analysis skills
Quality Planning
Performance monitoring
Analytical mindset
Sales Planning
Client Relationship Management
Sales Tracking
Sales Reporting
Strategic Planning
Languages
Spanish
Native language
English
Advanced
C1
French
Upper intermediate
B2
Timeline
Quality Manager
Teleperformance
02.2021 - Current
Quality Assurance Analyst
Teleperformance
08.2020 - 02.2021
Customer Service Representative
Teleperformance
06.2019 - 08.2020
Bachelor of Arts - Classical Languages And Literatures
CECOVE
05.2001 -
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