David Bedoya

Progressed from QA Analyst to QA Manager within 18 months, designing end-to-end QA frameworks for distributed remote teams. Led audits and calibration sessions, tracked QA KPIs for senior leadership, and managed daily team operations, training, and corrective actions.

Led QA operations at a legal referral company specializing in crash accident and litigation services, monitoring case-management processes for compliance with legal standards and internal policies. Built custom QA workflows using Filevine and Appsheet, produced compliance reports and trend analysis, and reduced follow-up gaps by optimizing lead pipelines and cross-team communication.

Monitored service quality for the financial services vertical by scoring agent interactions and delivering structured coaching feedback. Developed training materials and process improvement recommendations in collaboration with operations and training teams to reduce error rates.

Handled customer retention and campaign promotions via chat in English and Spanish in a high-volume remote environment. Consistently met and exceeded retention KPIs.

Resolved customer inquiries and promoted product packages and promotions via chat and phone. Supported customers across both messaging and voice channels while maintaining service quality.

Studied Data Engineering at Université de Montréal from 2017 to 2019.

Pursued a Bachelor in Film & Television Direction at Universidad Autónoma in Colombia from 2014 to 2017.