Open to opportunities

karen chaustre

@karenchaustre

Message

Quality Assurance and Performance Analyst improving CX quality through data and coaching.

Colombia

Message

What I'm looking for

I’m looking for a remote role where I can lead quality and CX performance improvement—using KPI insights, QA monitoring, and continuous improvement—while collaborating with Operations and Training to drive measurable results.

I’m a Quality Assurance and Performance Analyst with 3+ years of experience in BPO and customer experience environments, focused on quality monitoring, KPI analysis, and root cause analysis (RCA). I turn insights into action plans through calibration sessions, structured feedback frameworks, and performance coaching.

At Concentrix, I increased QA scores by 10% within 30 days by implementing structured performance improvement plans and KPI tracking aligned with Operations. I also led DSAT scrubbing initiatives to identify recurring behavioral gaps, reducing repeat quality deductions and improving response accuracy. My work spans digital QA oversight across voice, chat, and social media—ensuring policy adherence, tone alignment, and brand consistency.

I strengthen teams and processes with dashboard development (Excel) and Power BI reporting, compliance monitoring, and cross-functional collaboration with Operations and Training using the Six Sigma methodology. I’m open to remote roles in Quality Leadership, CX Analytics, and Continuous Improvement.

Experience

Work history, roles, and key accomplishments

Current

Senior Quality Evaluator

Current

Concentrix

Dec 2022 - Present (3 years 6 months)

Increased QA scores by 10% within 30 days by implementing structured performance improvement plans, KPI tracking, and calibration alignment with Operations. Led DSAT scrubbing to identify recurring behavioral gaps and built Excel/Power BI dashboards to monitor compliance and agent performance trends.

Quality Assurance KPI Analysis DSAT Reduction Performance Coaching Excel Dashboard Power BI Compliance Monitoring Process Improvement

Customer Service Representative

Concentrix

Mar 2022 - Dec 2022 (9 months)

Maintained quality metrics consistently above campaign benchmarks in a regulated healthcare account. Improved first-contact resolution by identifying recurring inquiry patterns and addressing underlying root causes.

Customer Service First Contact Resolutions Root Cause Customer Experience (CX)

Team Leader

L2C Productions S.A.S.

Oct 2021 - Dec 2021 (2 months)

Coordinated cross-functional team activities to improve productivity and deadline compliance. Designed a client/request tracking database, implemented accountability follow-ups, and streamlined troubleshooting workflows to reduce response delays and bottlenecks.

Team Leadership Productivity Process Optimization Performance Monitoring Troubleshooting

Senior Support

L2C Productions S.A.S.

Aug 2020 - Sep 2021 (1 year 1 month)

Centralized and categorized client cases by urgency and departmental expertise to improve routing and responsiveness. Built and maintained service tracking systems to strengthen assignment visibility and case management.

Case Management Assignment Visibility client support Workflow Management