Felipe Evangelista Cudignoto
@felipeevangelistacud
Quality analyst at Teleperformance’s Booking.com project, using AI in audits and contributing to higher QA and CSAT.
BrazilWhat I'm looking for
At Teleperformance’s Booking.com project, I use AI to improve audit efficiency and monitor customer interactions for QA and CSAT. I investigate root causes with the 5 Whys and contributed to a 3% increase in QA and a 2.5% increase in CSAT within one month.
Previously, on Teleperformance’s Meta project, I audited social media and advertising content and compared moderators’ decisions with AI decisions. At Concentrix’s Spotify project, I monitored quality across support channels and analyzed performance data using Tableau.
Experience
Work history, roles, and key accomplishments
Monitors customer interactions to assess QA and CSAT, investigates root causes using 5 Whys, and participates in global calibrations. Contributed to increases of 3% in QA and 2.5% in CSAT within one month.
Audited moderated content on social media and ads, conducted root cause analysis of QA and ACC metrics, and supported teams to reach 95% targets. Compared moderators' decisions with AI decisions to improve calibration.
Monitored and audited quality across email, chat, social media, and advertising channels. Tracked QA, CSAT, and conducted KPI analysis using Tableau, and participated in calibration sessions.
Provided customer support via email, chat, and social media, assisting with issues related to the app, subscriptions, and payments.
Census Supervisor
IBGE
Mar 2010 - Dec 2010 (9 months)
Supervised field agents responsible for collecting statistical data and monitored fieldwork progress and delivery of collected data.
Education
Degrees, certifications, and relevant coursework
Etec de Sapopemba
Technical Diploma, Administration
Completed a Technical Diploma in Administration in 2016.
Etec de Sapopemba
Technical Diploma, Marketing
Completed a Technical Diploma in Marketing in 2015.
Faculdade Carlos Drummond de Andrade
Associate Degree, Football
Completed an Associate Degree in Football in 2013.
Lean Six Sigma White Belt
White Belt, Lean Six Sigma
Certification in Lean Six Sigma White Belt.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
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