Oscar Molina
Summary
Driven Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology. Proficient in preparing reports and action plans to present to stakeholders. Dedicated to analyzing and resolving defects in processes to reduce waste and improve employee satisfaction.
Overview
7
7
years of professional experience
Work History
Quality Analyst
Amazon, LLC
10.2020 - 06.2023
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Enhanced onboarding experience for new hires by delivering comprehensive orientation materials and training programs.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Quality Specialist
Amazon, LLC
11.2021 - 10.2022
- Assisted in the implementation of a continuous improvement culture, contributing to site-wide improvements in productivity and waste reduction.
- Improved service quality by implementing rigorous testing protocols and identifying areas for improvement.
- Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
- Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.
- Leveraged strong communication skills to present quality findings and recommendations to senior leadership.
- Successfully resolved escalated customer concerns regarding service reliability through transparent communication channels.
Human Resources Assistant
Amazon, LLC
01.2020 - 09.2020
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Developed strong relationships with employees through consistent communication and support, leading to increased retention rates.
- Facilitated open lines of communication between management and staff, fostering a positive work environment.
- Applied mediation and collaboration to successfully resolve employee complaints and grievances.
- Responded to employee inquiries regarding benefits and other HR topics.
Customer Service Associate
Amazon, LLC
10.2017 - 12.2019
- Worked on providing customer service for digital services and products
- Worked on training and mentoring agents struggling with KPI's.
Customer Service Manager
Amazon, LLC
01.2019 - 05.2019
- Corrected payroll and timecard defects
- Promoted growth and development for agents, tackling areas of opportunity and helping them showcase their skills to management
- Promoted team synergy.
Quality Director Assistant
Health Choices International, Costa Rica
08.2016 - 09.2017
- Worked on customer databases
- Worked on translating documents and SOP's from Spanish to English to deliver to international customers.
Education
Licentiate of Psychology -
Universidad de Iberoamérica, Costa Rica
07.2015
Bachelor's of Psychology -
Universidad de Iberoamérica, Costa Rica
08.2013
Skills
- Quality Improvement
- Audit processes
- Data Analysis
- Report creation
- Training material development
- SOP Development
- Lean Six Sigma
- Correction action planning
- Performance Assessment
- Teamwork and Positive Attitude
- Root Cause Analysis
References
- Kevin Koberg, Cybersecurity Analyst, Fidelity Investments, (757)663-9006, kkoberg93@gmail.com
- Gavan Roth, Senior Software Engineer, Fidelity Investments, (843)422 2638, gavan.roth@fmr.com
- Antonio J. Acosta-Rua, PhD, CEO, Health Choices International, (904)376-7133, ajacosta@healthchoicesintl.com
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Quality Specialist
Amazon, LLC
11.2021 - 10.2022
Quality Analyst
Amazon, LLC
10.2020 - 06.2023
Human Resources Assistant
Amazon, LLC
01.2020 - 09.2020
Customer Service Manager
Amazon, LLC
01.2019 - 05.2019
Customer Service Associate
Amazon, LLC
10.2017 - 12.2019
Quality Director Assistant
Health Choices International, Costa Rica
08.2016 - 09.2017
Licentiate of Psychology -
Universidad de Iberoamérica, Costa Rica
Bachelor's of Psychology -
Universidad de Iberoamérica, Costa Rica