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Domingo Rijo

@domingorijo

Quality Assurance Department SME at Alphacom, refining AI-powered evaluations and building QA scorecards and performance dashboards.

Dominican Republic

Message

At Alphacom, I contribute to the AI-powered QA module by reviewing AI-generated evaluations, giving developers actionable feedback, and refining evaluation rules. I also design scorecards and reporting tools to monitor performance across voice, chat, and email.

Previously, as Quality Assurance Department Manager at Alphacom, I built the QA department’s standards, evaluation processes, and performance systems. I designed KPIs and reported performance results to senior management.

My experience also includes customer service at Alphacom, ALORICA, and FoundTrip. I supported customers with claims, technical issues, and travel services, and at ALORICA I supported onboarding training for new agents.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Department SME

Current

Alphacom

Nov 2024 - Present (1 year 11 months)

Act as QA reference for service standards and performance expectations across voice, chat, and email. Contribute to the development and optimization of the AI-powered QA module by reviewing AI-generated evaluations and refining evaluation rules.

QA Frameworks Scorecards Dashboarding Performance Monitoring Google Sheets AI QA Module Coaching Calibration Compliance KPIs

Quality Assurance Department Manager

Alphacom

Feb 2023 - Nov 2024 (1 year 9 months)

Built the QA department, including standards, evaluation processes, and performance systems. Designed KPIs for quality and performance tracking and evaluated customer interactions across calls, chats, and emails.

QA Frameworks KPI Design Performance Monitoring Dashboarding Reporting Audit Calibration Coaching Compliance

Customer Service Agent

Alphacom

May 2022 - Feb 2023 (9 months)

Provided phone support to U.S. customers, including claims and account updates. Handled escalated customers and difficult conversations, negotiating claim resolutions and managing expectations.

Customer Service Phone Support Claims Handling Escalation Management Negotiation Communication Skills Record keeping

Customer Service Agent

Alorica

Jan 2021 - May 2022 (1 year 4 months)

Provided phone support to customers for technical support, troubleshooting, and claims. Handled escalations and documented interactions in internal systems while following compliance and quality standards.

Customer Service Technical Support Troubleshooting Claims Handling Escalation Management Documentation Compliance Training

Travel and Customer Service Representative

FoundTrip

Jun 2017 - Jun 2020 (3 years)

Assisted clients throughout their stay, from arrival to departure, and sold excursions, transportation, and travel services. Identified customer needs and handled complaints and service issues.

Customer Service Sales Travel Services Complaint Handling Coordination Communication Skills