Open to opportunities

glorie alicea

@gloriealicea

Message

I improve quality controls, reduce risk, and turn performance data into action.

United States

Message

What I'm looking for

I'm looking for an opportunity to apply quality assurance, control testing, data analysis, and process improvement skills to strengthen compliance, reduce risk, and improve customer and operational outcomes.

At Citigroup, I executed control testing, analyzed MCA and KPI data, and improved quality scores by 15% while reducing errors by 20%.

I've strengthened audit readiness through procedure updates, regulatory compliance, control design, and clear reporting for senior stakeholders. I also led training and process demonstrations that increased onboarding efficiency by 25%.

Previously at Epiq Global and Walgreens, I improved contact-center quality, customer resolution, data accuracy, and operational consistency. I'm bilingual in English and Spanish and bring more than six years of quality assurance experience alongside over 10 years in customer service.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Citigroup

Dec 2021 - Nov 2025 (3 years 11 months)

Executed comprehensive control testing aligned with enterprise frameworks and regulatory requirements, ensuring 100% compliance and improving audit readiness. Analyzed MCA testing results and KPI data to identify process gaps, improving quality scores by 15% and reducing errors by 20%.

Quality Assurance Controls Testing KPIs Data Analysis Process Improvement Gap Analysis Audit Readiness Regulatory Compliance Documentation Microsoft 365 SharePoint CRM Systems SQL Power BI DAX Python Data Validation

Bilingual Contact Center QA Specialist

Epiq Global

Nov 2018 - Dec 2021 (3 years 1 month)

Monitored and evaluated call center agent performance against quality standards, driving compliance improvements of 15% and supporting higher customer satisfaction. Identified and implemented enhancements to QA guidelines and policies, reducing inconsistencies by 20%.

Quality Assurance KPI Reporting Data Analysis Data Mining Training Customer Service Microsoft 365 CRM Systems Multi Line Phone Systems

Customer Service Associate

Walgreens

Dec 2009 - Nov 2018 (8 years 11 months)

Monitored and ensured accuracy of transactions and cash handling processes, maintaining 100% compliance with company policies. Analyzed customer inquiries and service trends to identify common issues, contributing to process improvements and enhanced customer experience.

Customer Service Cash Handling Issue Resolution Process Improvement