Jose Lugo

I’m a Quality Analyst and BPO professional with experience in the iGaming & Travel industries, specializing in KYC, Payments operations, and quality assurance across EU and LATAM markets. I focus on transaction auditing, quality control, and compliance adherence to drive measurable service quality.

In my current role (KYC & Payments, Sutherland), I oversee quality performance across multiple regions by conducting regular transaction audits against internal quality standards. I monitor KPIs, deliver stakeholder reporting, facilitate weekly calibration sessions, and coordinate with compliance, operations, and technical teams to resolve escalations within SLA timelines.

I also support process improvement by analyzing operational data, identifying workow gaps, and performing Root Cause Analysis (RCA) with actionable feedback to teams and management. I maintain client relationships through WBR meetings and provide monthly TNI and BQ Analysis that turn data into improvement initiatives.

Earlier, I worked as a Travel Agent at Sutherland, handling 60+ customer inquiries daily and achieving strong results, including a 95% customer satisfaction rating and recognition as a Top Performer. I documented interactions in CRM, validated documents in line with KYC and payment processes, and escalated complex billing or technical issues to the right stakeholders.