Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Myrka Limon Salcedo

San Antonio,TX

Summary

Conscientious Quality Supervisor with a demonstrated history of fostering positive professional relationships and providing excellent client service. Offering many years of program development and systems analysis experience. Adept at personnel coordination and workplace organization.

Overview

6
6
years of professional experience

Work History

Quality Supervisor

TaskUs
New Braunfels, TX
05.2024 - Current
  • Developed and implemented quality management systems to ensure compliance with 3 LOB's.
  • Created dashboards to monitor key performance indicators related to customer acquisition, retention, and engagement.
  • Collaborated with business stakeholders across multiple functions to understand their analytical needs and develop solutions accordingly.
  • Performed internal audits of production processes to identify areas of improvement and non-conformities.
  • Ensured effective implementation of corrective actions to resolve any identified issues or discrepancies in a timely manner.
  • Created graphs and charts detailing data analysis results.
  • Created reports using SQL queries to analyze data stored in databases.
  • Collaborated with cross-functional teams in the development of new products and processes to ensure high levels of quality are maintained throughout the design phase.
  • Prepared reports summarizing findings from inspections, tests, investigations and other QA activities for senior management review.
  • Provided leadership in developing best practices for continuous improvement initiatives across all departments.
  • Managed company onboarding processes, interviewing, and selecting new quality analyst personnel.
  • Delivered reports on quality control metrics to internal departments for analysis as well as to outside vendors and contractors for consideration in new contracts.

Bilingual Quality Analyst for Xbox

Apex Systems
San Antonio, TX
02.2022 - 09.2023
  • Identified potential and existing threats and vulnerabilities.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Investigated high-risk scenarios via ticketing and messaging intakes.
  • Seamlessly used a variety of tools and resources when processing sensitive customer data (CRM, ASD)
  • Handled tight Service Level Agreements (SLAs)

Client Analyst

TaskUs
San Antonio, TX
12.2020 - 02.2021
  • Worked with other analytical software, such as Power BI and Tableau to analyze data and create insights for the client and internal team.
  • Calibrated with front-line employees and the quality team to ensure our LOB maintains KPI objectives through implementation plans in partnership with the Business Intelligence and Client Relations teams.
  • Nurtured client relationships, effectively resulting in repeat business opportunities.
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Worked effectively in cross-functional, fast-paced environment to complete data analytics tasks.
  • Audited training and production processes, enforcing adherence to SOPs.
  • Created and revised SOPs and training materials.
  • Assisted with calibration and validation of production equipment prior to administration of quality control tests to guarantee accurate data.
  • Implemented internal auditing practices to create standards and statutory obligation compliance reports.

Subject Matter Expert

TaskUs
San Antonio, Texas
05.2019 - 12.2020
  • Compile data to present to the client for weekly business reviews to gain insight on accuracy scores using Excel and Power BI.
  • Manually go through teammates areas of opportunities and holding teammates/ auditing team accountable for areas of opportunities.
  • Held meditation gatherings to emphasize wellness with the team to decompress due to graphic content in the queues.
  • Defined appropriate metrics and measurements to drive results.
  • Enforced company policies, answered coworkers' questions and trained new personnel.
  • Advised my operations manager on hiring, development and management of in-house team of quality experts by identifying relevant qualifications, essential roles within team and nature of ideal collaboration between team members.
  • Trained incoming teammates to our campaign on in-house procedures for workflow and performance indicators.
  • Identified key performance indicators in audits and guided team members on refining procedures to improve outcomes, leading to 90% and higher accuracy results for the span of a year.

Bilingual Content Moderator

TaskUs
San Antonio, Texas
07.2018 - 05.2019
  • Calibrated with the quality team and other front-line employees to ensure KPI metrics were being met.
  • Pursued the auditing role to help the CA gather data insights to take to training, the quality team and client.
  • In addition, created a manual auditing system to ensure data was accurate.

Education

Sociology degree -

Palo Alto College
01.2019

Skills

  • Data collection processes
  • Campaign development experience
  • Data management
  • Correction action planning
  • SOP development
  • Training material development
  • Mastery of QA methodologies
  • Strategic Planning
  • Cross-Functional Collaboration
  • Data Interpretation

References

Supervisor, Olga Owens 210.683.4057, Supervisor, Jennifer Hernandez 210.318.9395 Operations Manager, Micah Vinson 850.255.6607

Timeline

Quality Supervisor

TaskUs
05.2024 - Current

Bilingual Quality Analyst for Xbox

Apex Systems
02.2022 - 09.2023

Client Analyst

TaskUs
12.2020 - 02.2021

Subject Matter Expert

TaskUs
05.2019 - 12.2020

Bilingual Content Moderator

TaskUs
07.2018 - 05.2019

Sociology degree -

Palo Alto College

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Myrka Limon Salcedo