At Concentrix, I evaluate and audit customer interactions across multiple channels, checking them against established quality standards and processes.
I analyze quality indicators and evaluation results to identify trends, performance gaps, and opportunities to improve customer experience and process compliance.
I participate in calibration and call-listening sessions with Quality, Operations, and client teams to support consistent evaluation criteria. I also contribute to internal audits and continuous improvement initiatives.
Previously, I managed candidate acquisition, advisory services, and follow-up for international exchange programs at ISC COLOMBIA. At UNO 800, I advised candidates and supported interviews, follow-up, and enrollment processes.
