Open to opportunities

Joshua Tordillo

@joshuatordillo

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I’m a data-driven Quality Assurance Analyst who improves performance, quality, and customer outcomes.

Zimbabwe

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What I'm looking for

I’m looking for a QA/operations role where I can use data-driven audits, calibration, and coaching to improve quality and customer outcomes. I want a team that values accountability, clear communication, and continuous performance growth.

I’m a Quality Assurance Analyst at Ibex Global, where I audit transactions to ensure 100% alignment with account guidelines and regulatory standards. I also lead calibration meetings and “QA Talks” sessions that translate quality trends and best practices into measurable operational improvements.

Before QA, I served as a Customer Service Representative and Subject Matter Expert, providing real-time floor support and technical guidance to help teams stay process-compliant. I delivered “Side-by-Side” coaching to accelerate nesting, resolved complex technical inquiries, and maintained strong CSAT while meeting strict handle-time targets.

I also gained leadership experience as an Operations Supervisor and Technical Support SME at Teleperformance, ranking top 3 for overall site performance. I streamlined daily operations through procedures and policies, supported onboarding and floor training, and helped reduce repeat contacts by driving long-term technical resolutions.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Ibex Global

Oct 2023 - Jan 2026 (2 years 3 months)

Systematically audited transactions to ensure 100% alignment with account guidelines and regulatory standards. Led internal and external calibration meetings and ran “QA Talks” to share quality trends and best practices with operations.

Quality Assurance Regulatory Compliance Calibration Meetings Process Optimization Stakeholder Management Operations Support Performance Coaching

Customer Service Rep (SME)

Ibex Global

Jan 2020 - Oct 2023 (3 years 9 months)

Served as a Subject Matter Expert (SME) providing real-time floor support and technical guidance to ensure process adherence. Delivered “side-by-side” coaching to accelerate new-hire nesting and resolved complex customer issues while maintaining high CSAT and meeting handle-time targets.

Subject Matter Expert Floor Support Side By Side Coaching CSAT Customer Support Process Adherence

Operation Supervisor

Teleperformance

Apr 2019 - Dec 2019 (8 months)

Ranked top 3 in overall site performance by driving team productivity and quality metrics to the highest percentile. Delivered data-driven coaching, and developed procedures and policies to streamline daily operations and ensure team-wide compliance.

Operations Management Performance Management Productivity Policy Development Compliance Management Quality Communication

Technical Support SME

Teleperformance

Jan 2017 - Apr 2019 (2 years 3 months)

Provided long-term resolutions for intricate technical issues, reducing repeat contact rates and improving overall system reliability. Supported onboarding and floor coverage with technical expertise to ensure new hires met rigorous service standards accurately.

Technical Troubleshooting Root Cause Analysis Service standards Repeat Contact Reduction Reliability Onboarding Knowledge Sharing