Gissell Murillo
@gissellmurillo
Quality Assurance Analyst improving customer experience through compliance and coaching.
HondurasWhat I'm looking for
I’m a Detail-oriented Quality Assurance Analyst with more than 3 years of experience spanning customer service, quality monitoring, and performance improvement in call center environments. I evaluate customer interactions, ensure compliance with client and company standards, and focus on operational excellence.
I analyze performance trends, identify opportunities for improvement, and provide constructive coaching and feedback to support agent development. I also maintain accurate quality documentation and reports while collaborating with leadership teams to enhance customer experience—bringing strong analytical, communication, and problem-solving skills to every QA cycle.
Experience
Work history, roles, and key accomplishments
Quality Assurance Analyst
Collective Solutions (UnifyCX)
Feb 2024 - Jun 2026 (2 years 4 months)
Evaluated customer interactions to ensure compliance with client and company quality standards while analyzing performance trends to drive continuous improvement. Provided coaching feedback, maintained accurate quality documentation, and collaborated with leadership to enhance customer experience.
Customer Service Rep
Collective Solutions (UnifyCX)
Sep 2022 - Jan 2024 (1 year 4 months)
Handled inbound and outbound customer communications, resolving inquiries and concerns while maintaining high customer satisfaction. Consistently met productivity, quality, and performance goals and provided accurate information on products, services, and policies.
Proxy Voting Specialist
Cygnus Pacific
Assisted shareholders and clients with proxy voting processes while ensuring accuracy, confidentiality, and compliance with established procedures.
Education
Degrees, certifications, and relevant coursework
Dentistry Studies
Dentistry (4 years completed), Dentistry
Completed 4 years of studies in dentistry.
The Good Future Bilingual School
High School Diploma, High School
Earned a High School Diploma from The Good Future Bilingual School.
White Dove Bilingual School
Basic Education, Basic Education
Completed basic education at White Dove Bilingual School.
Tech stack
Software and tools used professionally
Availability
Location
HondurasAuthorized to work in
Job categories
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