Open To Work
Ty M. Zuniga
San Antonio,TX
Work Preference
Summary
Results-driven Quality Assurance and Training professional with a strong background in call center operations and AI-driven QA systems. Demonstrated capability in leading QA teams, developing scalable training frameworks, and implementing innovative call evaluation technologies to enhance performance and consistency.
Overview
6
6
years of professional experience
Work History
Quality Assurance Specialist (Calls)
Urgently
03.2025 - 04.2026
- Led QA strategy across BPOs globally and internal QA teams to ensure consistent call evaluation standards
- Trained AI systems on call metrics, scoring logic, and quality standards to enhance accuracy in evaluations
- Launched and implemented new AI-driven call grading platform organization-wide to streamline call assessment process
- Established and governed QA policies to ensure fairness and consistency in evaluations across teams
- Partnered with Product and Operations to align QA frameworks with business needs
- Built and maintained a centralized SOP database within Microsoft platforms
Training Coordinator II
Urgently
04.2023 - 03.2025
- Served as SME for training content, QA standards, and operational processes
- Designed and developed training materials and curriculum
- Managed LMS system, overseeing course uploads, tracking progress, and generating performance reports
- Facilitated training sessions for up to 30 agents, enhancing knowledge and skills independently
- Evaluated agent performance through QA systems and provided coaching insights
- Led QA calibration and performance review sessions with multiple BPO partners
Learning & Development Coordinator I
Urgently
04.2021 - 03.2023
- Co-facilitated training sessions for groups of up to 40 agents, enhancing team knowledge and skills
- Delivered training on third-party tools and internal systems
- Assisted in onboarding and skill development for new hires, facilitating smoother transitions into roles
- Supported LMS course creation and submission processes, ensuring timely access to training resources
Customer Support Representative
Urgently
10.2020 - 03.2021
- Managed inbound and outbound customer communications via phone and chat to enhance customer satisfaction
- Maintained high-quality customer service standards while handling multiple inquiries in a fast-paced environment
- Created and monitored service cases, ensuring timely resolution
- Coordinated with service providers and partners to expedite resolution of roadside assistance requests
Skills
- Quality assurance strategy
- SOP development
- SOP management
- Training design
- LMS Administration
- Data reporting
- BPO management
- AI training systems
- Cross-functional collaboration
- Verbal and written communication
- Data analysis
Accomplishments
- Promoted 3 times within 5 years based on performance and leadership impact
- Selected as sole trainer for Enterprise Holdings partnership program
- Selected as the representative company at Cresta AI conference as QA/AI subject matter expert
- Spearheaded rollout of a new AI-powered QA platform for call grading
Tools And Platforms
- Cresta AI
- Synthesia
- CXone
- TalentLMS
- Enterprise Hero System
- Jira
- Google Workspace
- Microsoft Office Suite
Portfolio
BPO Refresher Action Plan
Outbound Performance Analysis & Quality Improvement Initiative
Leadership Huddle Guide: Release Notes Process Implementation
EASY De-Escalation Model Training Guide
Account Activation Process Guide
Timeline
Quality Assurance Specialist (Calls)
Urgently
03.2025 - 04.2026
Training Coordinator II
Urgently
04.2023 - 03.2025
Learning & Development Coordinator I
Urgently
04.2021 - 03.2023
Customer Support Representative
Urgently
10.2020 - 03.2021