Juan David López
@juandavidlpez
Quality Supervisor leading QA teams in BPO, driving customer experience through coaching and process improvement.
ColombiaWhat I'm looking for
I’m Juan Lopez, a Quality Supervisor experienced in leading QA teams in BPO environments. I focus on improving customer experience through performance coaching, customer management, and continuous process improvement.
In my current role, I strengthen quality through call monitoring, calibrations, and quality reporting. I also use data analysis to turn insights into support for strategic decisions and stronger team execution.
Previously, as a Quality Analyst at TaskUs, I handled monitoring and KPI reporting using KPI dashboards. I contributed to constructive feedback, training, and day-to-day quality work to help teams stay aligned with performance expectations.
Earlier in my career, I worked in customer service and customer experience roles at Alorica and Sitel Group, building a strong foundation in communication, leadership, and customer support. I’m now leveraging that experience to lead quality efforts that measurably improve performance and customer outcomes.
Experience
Work history, roles, and key accomplishments
Experienced in leading QA teams in BPO environments, with a focus on customer experience, performance coaching, and process improvement. Skilled in customer management, call monitoring, calibrations, and quality reporting. Strong background in data analysis to drive insights and support strategic decisions.
Supported quality assurance in a BPO environment by monitoring performance and delivering KPI reporting. Provided constructive feedback, training, and KPI/dashboard-driven insights to support team performance.
Handled customer service responsibilities while supporting retail and sales activities. Applied customer relationship management (CRM) practices in day-to-day interactions.
Performed customer experience analysis and supported reporting and insights using data analysis. Used Microsoft Excel and applied communication and leadership skills in customer-focused work.
Provided customer support and customer service using Spanish and English. Managed customer service inquiries and support responsibilities during the role.
Education
Degrees, certifications, and relevant coursework
Colegio Santa isabel de Hungria
Bachillerato
Fundación Academia de Dibujo Profesional
Multimedia
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Social media
Job categories
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