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Alba Maria User

@albamariauser

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Bilingual operations and quality analyst with a passion for HR.

Colombia

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What I'm looking for

I am looking for a role in HR where I can leverage my QA experience and abilities to enhance training and compliance processes

As a bilingual operations and quality analyst with over three years of experience in remote BPO environments, I improved training processes that enchanced compliance and team performance by 10% . My expertise lies in supporting compliance, coaching, documentation, and team coordination. Recently, I earned a certification in Recruitment and Selection from SENA, which has fueled my interest in transitioning to Human Resources and administrative support roles.

Throughout my career, I have demonstrated a proven ability to handle confidential data, manage training sessions, and collaborate effectively with international teams. I am tech-savvy, self-motivated, and highly organized, ready to contribute to people operations, client communication, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

QA Analyst

CashApp

Jul 2021 - Jun 2025 (3 years 11 months)

Conducted weekly call and chat evaluations over 100 weekly, identifying key areas of opportunity for improvement that led 10% increase in quality scores over four months.
Trained 25 new agents, resulting in a 10% increase in team efficiency within two months

Quality Assurance Call Evaluation Chat Evaluation Training Reporting Performance Analysis Process Improvement

Fraud Agent

Rappi S.A.

Jun 2019 - Oct 2019 (4 months)

Verified customer accounts and ensured compliance with internal policies, resolving high-priority inquiries by implementing a new tracking system, reducing response time by 30%
During my job schedule I resolved 65 cases daily, improving the KPI team in 3% during the first month

Fraud Detection Compliance Policies Customer Service Chat Support Phone Support Investigation Reporting

Fraud Agent

Uber S.A.S.

Sep 2015 - Mar 2018 (2 years 6 months)

Verified user documentation for account approval and supported customer service teams in Colombia and India. Created weekly newsletters for drivers and reported fraud trends, collaborating on security improvements.
This increments the enhance with the drivers a 17% during three months.

Customer Service Team Collaboration

Education

Degrees, certifications, and relevant coursework

Universidad Cooperativa

International Business, International Business

2010 - 2015

Studied International Business at Universidad Cooperativa de Colombia, completing the program in 2015. Gained foundational knowledge in global commerce and business operations.

SENA

Certification, Quality Management

Completed the ISO 9001:2015 certification program through SENA in 2025. This certification focused on quality management systems and standards.

Colombo Americano

Course, English Language

Completed an English Course at Colombo Americano in 2017. This course enhanced language proficiency and communication skills.

SENA

Certification, Recruitment

Obtained a certification in Recruitment on social media from SENA in 2025. This program focused on modern recruitment strategies using social media platforms.