Results-driven Senior Technical Analyst and Quality Assurance Lead / Manager with over 20 years of experience in telecommunications, BPO, customer service, and technical support environments. Experienced in leading QA operations, managing QA programs, driving process improvements, handling escalations, and partnering with Operations, Training, and Process teams to improve customer experience and service quality.
Developed and implemented QA standards, targeted audit programs, calibration frameworks, coaching and managing teams, and driving performance improvement initiatives. Experienced in analyzing quality trends, identifying operational gaps, and partnering with other teams. Managed QA operations supporting 9.39 million subscribers and led quality initiatives within large-scale customer service environments, including teams supporting 500+ employees.
Recognized for strong leadership, technical expertise, and service excellence, receiving awards and special recognition for outstanding performance as a QA Lead / Manager / Team leader. Skilled in managing complex customer concerns, leading continuous improvement initiatives, and delivering solutions that improve operational effectiveness.
Strong technical background with knowledge in telecommunications systems, networking, programming concepts, software applications, troubleshooting equipment, order provisioning, and service operations.
