Daysi Escobar
Tegucigalpa
Summary
Dynamic Quality Assurance Analyst with a proven track record at Teleperformance, adept at leveraging QA monitoring tools to enhance service quality. Recognized for mentoring team members and delivering actionable insights from NPS data, fostering a culture of continuous improvement and collaboration. Strong time management skills ensure timely reporting and effective project alignment.
Overview
2
2
years of professional experience
Work History
Quality Assurance Analyst
Teleperformance
05.2024 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant standards, ensuring compliance throughout the QA process.
- Handled escalated and supervisor-level calls to ensure customer satisfaction and issue resolution.
- Analyzed Net Promoter Score (NPS) data to identify trends and provide actionable insights for service improvement.
- Prepared and sent daily "End of Day" reports to clients, summarizing key metrics, QA findings, and customer feedback.
- Participated in calibration sessions and continuous process audits to maintain consistency in service delivery.
- Collaborated with team leaders and agents to reinforce quality standards and performance improvements
Customer Service Representative
Teleperformance (Loccitane)
09.2023 - 05.2024
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Results Call Center
06.2023 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for insurance services, and company information.
Education
Bachelor of Arts - Bachelor’s Degree in English Language Teaching
Universidad Nacional Autonoma De Honduras
Tegucigalpa, Honduras09-2023
High School Diploma -
Instituto Mixto Hibueras
Tegucigalpa 11-2017
Skills
- Knowledge of QA monitoring tools and scorecards
- Ability to give constructive feedback to agents
- Strong time management skills with a focus on accurate and timely reporting
- Collaborative team player committed to continuous improvement
- Knowledge with customer service metrics (eg, NPS, FCR)
- Experience facilitating team meetings and performance review
Timeline
Quality Assurance Analyst
Teleperformance
05.2024 - Current
Customer Service Representative
Teleperformance (Loccitane)
09.2023 - 05.2024
Customer Service Representative
Results Call Center
06.2023 - 09.2023
Bachelor of Arts - Bachelor’s Degree in English Language Teaching
Universidad Nacional Autonoma De Honduras
High School Diploma -
Instituto Mixto Hibueras
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