Juan Pablo Hernandez

I’m a bilingual (English/Spanish) Quality Assurance Analyst with over 3 years of experience in the BPO/Call Center industry, specializing in quality assurance, process analysis, and customer service. I’m detail-oriented and analytical, focused on identifying improvement opportunities and supporting administrative operations efficiently and independently.

In my current role at WinIt LLC / WinIt Law (January 2024–present), I evaluate and monitor interactions to ensure compliance with quality standards. I design and maintain scorecards and performance reports in Google Sheets, identify recurring error patterns, and communicate findings to the operations team. I also coordinate with supervisors to implement continuous improvement plans, manage administrative tasks, and track cases using Close CRM, while supporting onboarding and training for new agents.

Previously, as a Bilingual Customer Service Agent at Foundever (January 2023–January 2024), I handled customer support in English and Spanish to resolve technical and administrative issues. I managed CRM case logging and follow-up, consistently meeting quality metrics including CSAT, AHT, and FCR. I’ve also gained direct experience working with clients and teams based in the United States and I’m comfortable in remote environments with online collaboration tools.