Jose Miranda
@josemiranda1
Senior Quality Assurance and Operations professional driving KPI insights and process improvements.
Costa RicaWhat I'm looking for
I’m a bilingual Quality Assurance and Operations professional with more than six years of experience in Quality Assurance, Technical Support, KPI analysis, reporting, and operational performance. I bring a data-driven mindset to quality monitoring, performance metrics, and operational excellence.
In my most recent role as a Senior Quality Analyst, I analyze KPIs to identify improvement opportunities and develop standardized QA reports. I conduct quality evaluations and coaching sessions, then design action plans in collaboration with operations leaders to drive measurable process improvement.
Previously, as a Technical Support Advisor Tier 1, I provided support across Windows, macOS, iOS, and Android. I documented cases in Salesforce CRM, improved resolution processes, and strengthened cross-functional collaboration through technical troubleshooting and continuous refinement.
Experience
Work history, roles, and key accomplishments
Analyzed KPIs to identify improvement opportunities and developed standardized QA reports. Conducted quality evaluations and coaching sessions, and designed action plans with operations leaders.
Provided Tier 1 support for Windows, macOS, iOS, and Android, documenting cases in Salesforce CRM. Improved resolution processes and maintained support quality through structured troubleshooting.
Education
Degrees, certifications, and relevant coursework
Liceo Monseñor Rubén Odio Herrera
High School Diploma, General Education
Completed a High School Diploma at Liceo Monseñor Rubén Odio Herrera.
TOEIC
TOEIC B2+, English
Grade: B2+
Achieved TOEIC B2+ English proficiency.
CETAV
Excel Intermediate (INA), Microsoft Excel
Completed an INA Excel Intermediate training at CETAV.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Job categories
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