Sara Maria Acosta Ortega
Customer Experience Expert
Summary
Quality & Operations Leader with 10+ years of experience in the BPO and Legal Services industries. Proven track record in Quality Assurance, Process Improvement, and Team Leadership across global companies including Teleperformance, Twilio, and Prestige Legal Solutions. Skilled in building and managing QA frameworks, training programs, and customer experience strategies that drive compliance, efficiency, and client satisfaction. Bilingual in English and Spanish, with intermediate proficiency in French.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Quality Analyst & Trainer
Prestige Legal Solutions / Cali Lemon Law
07.2024 - Current
- Train and mentor 10-20 new personnel hired to fulfill various roles.
- Audit more than 250 monthly calls, analyzing claim details to verify legal accuracy, improve compliance, and ensure proper case handling.
- Coached intake specialists and optimized QA procedures, enhancing accuracy, compliance, and overall customer experience.
Customer Service Specialist
Visa
02.2024 - 07.2024
- Managed approximately 90 incoming calls per day from customers.
- Assisted cardholders with critical requests (lost/stolen cards, travel emergencies, account servicing) in a high-stakes environment where accuracy was crucial, as any error could risk client trust and retention with Visa.
Training & Quality Manager
Concentrix
11.2023 - 01.2024
- Oversaw a team of 50–60, implementing quality monitoring and training strategies that increased accuracy and reduced error rates.
- Designed and implemented QA processes, conducted team calibrations, and ensured trainees achieved a clear understanding of the product, consistently surpassing 90% in quality scores.
- Provided leadership in continuous improvement initiatives, raising QA consistency across operations.
Contact Center Quality Analyst
Twilio
05.2022 - 02.2023
- Contributed to the success of 5–6 different projects, improving the accuracy and performance of automated systems.
- Collaborated with engineers and ML teams using Twilio platforms to validate and refine AI-driven models, understanding technical requests and helping organize projects to successful completion.
Technical Sales Support Specialist
Asurion
12.2021 - 05.2022
- Supported an average of 40 customers per day, simplifying complex technical issues and ensuring successful use of smartphones, tablets, and smartwatches.
- Supported customers with mobile and smart devices and increased sales performance by promoting assurance packages, contributing directly to revenue growth.
Operations & Quality Supervisor
Lean Staffing
08.2021 - 12.2021
- Oversaw operations for 10+ clients simultaneously, guiding scheduling coordinators and Carrier Sales Representatives to deliver efficient logistics and successful outcomes.
- Tracked performance metrics across logistics and call center teams, providing agent support and implementing client-focused action plans that boosted SLA adherence and overall service quality.
Operations & Quality Manager
Teleperformance
02.2020 - 08.2021
- Directed 12+ Quality Analysts across two client accounts, delivering measurable quality improvements and maintaining alignment with client performance standards.
- Led QA processes for two major campaigns, managing teams and driving operational improvements.
- Implemented performance measurement metrics and optimized procedures, increasing efficiency and staff motivation.
- Supported hiring, onboarding, and training of new employees.
Operations/Quality Analyst
Teleperformance
01.2019 - 02.2020
- Evaluated over 300 monthly calls across different business lines, identifying gaps in product knowledge and driving improvements in call quality.
- Prepared reports to highlight improvement areas and aligned team standards.
- Delivered client-facing reports by analyzing trends and creating clear action plans, showcasing continuous improvement and operational success.
Operations Supervisor
Sitel
01.2019 - 01.2020
- Led 20+ agents identified as bottom performers, implementing targeted coaching that elevated them to top performers.
- Designed and delivered SMART-based coaching sessions that provided agents with clear, actionable steps, resulting in significant improvements in quality and productivity.
- Directed day-to-day activities, resolved escalations, and drove improvements in call center efficiency and results.
Quality Assurance Analyst
Sitel
01.2017 - 01.2019
- Monitored call quality for 30+ agents and completed 300+ audits per month across multiple business lines.
- Achieved calibration success with QA team members, reducing evaluation discrepancies and improving consistency across teams through detailed, actionable reports.
Education
No Degree - English
Absolut Language
Bogotá, Colombia 05.2001 -
No Degree - French
Alianza Colombo Francesa
Bogotá, Colombia 05.2001 -
High School Diploma -
Grupo Educativo Bacatá
Bogotá, Colombia 05.2001 -
Skills
- Call Auditing
- Training material development
- Report creation
- Quality processes
- Audit processes
- Continuous improvement
- Quality improvement
- Team Management
- Continuous Improvement
- KPI Analysis
- Calibration
- QA Frameworks
- Call Auditing
Affiliations
www.linkedin.com/in/sara-maria-acosta-ortega-4399b1166
Timeline
Quality Analyst & Trainer
Prestige Legal Solutions / Cali Lemon Law
07.2024 - Current
Customer Service Specialist
Visa
02.2024 - 07.2024
Training & Quality Manager
Concentrix
11.2023 - 01.2024
Contact Center Quality Analyst
Twilio
05.2022 - 02.2023
Technical Sales Support Specialist
Asurion
12.2021 - 05.2022
Operations & Quality Supervisor
Lean Staffing
08.2021 - 12.2021
Operations & Quality Manager
Teleperformance
02.2020 - 08.2021
Operations/Quality Analyst
Teleperformance
01.2019 - 02.2020
Operations Supervisor
Sitel
01.2019 - 01.2020
Quality Assurance Analyst
Sitel
01.2017 - 01.2019
No Degree - English
Absolut Language
05.2001 -
No Degree - French
Alianza Colombo Francesa
05.2001 -
High School Diploma -
Grupo Educativo Bacatá
05.2001 -