At TelePerformance, I lead quality assurance initiatives across multiple teams, support QA staff, and report on key QA metrics. I also create quality reports with insights and actionable recommendations for stakeholders.
I conduct root cause analyses and implement corrective and preventive action plans. I identify areas for improvement and help ensure compliance and performance quality.
Before becoming QA Lead, I worked as a Trainer at TelePerformance, delivering training for new hires and existing staff, developing instructional materials, and monitoring trainee progress.
I joined TelePerformance as a Content Moderator and later became a Quality Auditor. My earlier experience includes an Assistant/Secretary role in a pediatric office and IT training with the Province of Ouarzazate.
