Juan David Orosteugi Deossa

QA Manager for a bank-related program with over 600 FTEs, more than 20 Quality Analysts, and 1 Quality Assistant Manager.

• Communicate effectively with stakeholders on results, action plans, and strategic planning.
• Manage the daily activities of QA personnel globally, such as setting goals, providing guidance, and assigning tasks.
• Ensure cooperation between different departments, such as Training, Operations, Workforce, and HR.
• Develop documentation for quality standards.
• Conduct routine checks to ensure compliance with established quality standards.
• Provide regular performance reviews for QA staff members, and identify areas requiring further training.
• Reviewed and updated quality assurance policies and procedures.
• Participated in training sessions focused on best practices for quality assurance methodologies.

QA Lead for 2 programs (Bank and Retail related) with a total of 250 Customer Service Agents and 8 QAs in total.

• Established and standardized Quality department for two programs, enhancing operational efficiency.
• Maintained strong relationships with clients through effective communication with multiple stakeholders.
• Collaborated with HQ India to fulfill HR, IT, Workforce, and Operations requirements for QA.
• Ensured compliance with KPIs such as QA scores, AHT, CSAT, FCR, and RCR.
• Presented insights and action plans during weekly and monthly performance reviews.
• Explained Quality dynamics and tools to prospective clients, demonstrating value.
• Led a team of up to 8 QAs, focusing on performance improvement and professional development.

• Led Training and Quality departments for program with 200 agents.
• Managed team of 1 Supervisor, 8 Analysts, and 3 Trainers.
• Cultivated relationships with clients to enhance collaboration and value.
• Ensured effectiveness of Quality and Training processes through audits and monitoring.
• Presented results and action plans to internal and external clients during WBR/MBR/QBR/YBR meetings.
• Served as primary contact for departmental functions, collaborating with WFM, Operations, Learning and Development, and HR.

Leading Quality department from one single program of 200 agents. Responsible for a total headcount of 7 Quality Analysts. Functions and achievements:

• Responsible for the calibration goals, audits, and feedback sessions established by the client on a weekly basis

• Ensuring compliance with schedules, working hours, and specific tasks of the quality analysts

• Building and maintaining the relationship with the client, adding value as a facilitator

• Carrying out work articulated with the Training, Operations, Workforce, and Human Management departments for the development of projects that will add value to the account

• Leader responsible for the performance and constant development of up to 7 people

• Responsible for completing at least 80 quality audits on a weekly basis and attending customer-led calibrations, keeping the variation KPI within the goal set by the customer

• Developing action plans to support the lowest-performing advocates in the operation

• Proactively alerting about trends or fraudulent actions that occur in operations

• Completing investigations requested by the department leader to identify behaviors in the operation that were affecting the results

• Assisting passengers and drivers through calls for a transportation company based in the United States and Canada

• Responsible for KPIs such as CSAT, Resolve, FCR, RCR, Quality, Productivity, AHT, SPH, Concessions Adherence, Schedule Adherence