SSSofia Silva
@itsophieslv
Operations and quality leader optimizing processes in high-risk environments.
ColombiaWhat I'm looking for
I am an operations and quality management leader with experience building structures for high-complexity, regulated, and client-facing environments. I specialize in people leadership, process design, and risk mitigation, bringing practical results across legal services and BPO operations.
I have led operational, training, and quality initiatives—designing workflows, training programs, audit methodologies, and performance standards that improved consistency and compliance. I act as an escalation point for complex cases and collaborate with leadership to implement sustainable operational improvements.
My approach combines hands-on coaching, data-driven reporting, and continuous learning to drive team performance and reduce risk. I am committed to creating measurable, repeatable outcomes through cross-functional collaboration and rigorous quality frameworks.
Experience
Work history, roles, and key accomplishments
Operations, Training & Growth Manager
Claudio & Associates P.C.
Oct 2025 - Present (4 months)
Lead operational, training, and quality initiatives for regulated, client-facing teams, implementing standardized workflows and coaching that improved consistency and mitigated operational risk.
Quality & Operations Consultant
Alonso & Alonso Attorneys at Law PLLC
Nov 2024 - Aug 2025 (9 months)
Defined and implemented quality and performance standards across intake and sales operations, led audits and improvement plans, and reviewed high-risk submissions for compliance.
Quality Assurance Analyst
Keep Calm Services
May 2024 - Oct 2024 (5 months)
Conducted audits to ensure compliance with regulatory quality standards, led calibration sessions, and prepared performance reports with actionable insights for management.
Case Manager
Rob Levine Law
Jul 2023 - Apr 2024 (9 months)
Managed documentation workflows and sensitive client information, coordinated stakeholders to support case execution, and ensured accuracy and compliance across processes.
Quality Analyst
Foundever
Dec 2020 - Oct 2021 (10 months)
Rebuilt quality processes by designing standards, rubrics, and audit methodologies, led performance evaluations, and recommended tools to improve audit accuracy and reporting.
Education
Degrees, certifications, and relevant coursework
Lumen Gentium Catholic University Foundation - UNICATÓLICA
Law, Social and Political Sciences
2020 -
Enrolled in the Faculty of Law, Social and Political Sciences pursuing legal studies since 2020.
Lumen Gentium Catholic University Foundation - UNICATÓLICA
Law, Social and Political Sciences
2020 -
Enrolled in the Faculty of Law, Social and Political Sciences since 2020, pursuing legal and political studies.
National Apprenticeship Service - SENA & Technical Institute of Business
Management
2019 - 2019
Completed a management program at SENA and the Technical Institute of Business focusing on administrative and ITGEM-related management skills.
National Apprenticeship Service - SENA
Technician in Accounting of commercial and financial operations, Accounting
2017 - 2018
Completed a technician program in accounting of commercial and financial operations.
National Apprenticeship Service - SENA & Technical Institute of Business
Management - ITGEM Administrative Assistance, Management
2019 - 2019
Completed a management program focused on administrative and IT business fundamentals.
National Apprenticeship Service - SENA
Technician in Accounting of commercial and financial operations, Accounting
2017 - 2018
Completed a technician program in accounting of commercial and financial operations covering accounting practices and financial documentation.
Availability
Location
ColombiaAuthorized to work in
Job categories
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