Ervin Parra

I am a Business Analyst with a Mechanical Engineering degree and three years of experience in the BPO industry, focused on translating operational data into actionable insights that support business decisions.

In my current role as Learning & Content Specialist I conduct data-driven training needs analyses, design facilitation guides, and maintain knowledge base materials while serving as primary POC with client L&D teams.

I built and manage Power BI dashboards to track training throughput and new-hire performance, improving visibility for stakeholders and contributing to better nesting metrics and training outcomes.

Previously, as a CSR and Subject Matter Expert I consistently exceeded KPIs, mentored new-hire cohorts, and supported QA, Operations, and Training to drive process improvements and quality adherence.