Maria Maradiaga
@mariamaradiaga
Quality Assurance Specialist at Collective Solution who analyzed service metrics and helped maintain client SLAs during staffing shortages.
HondurasWhat I'm looking for
At Collective Solution, I evaluated customer service interactions, held call-listening and calibration sessions, and analyzed results to support quality and customer satisfaction.
I led weekly and monthly business reviews with senior management, reviewing key metrics to identify operational deviations and support timely adjustments. I also prepared detailed reports to inform decisions.
During seasonal peaks and critical staffing shortages, I took customer service calls while balancing my auditing responsibilities, helping maintain client SLAs and stay familiar with frontline processes.
Earlier at Collective Solution, I handled e-commerce order issues through phone, chat, and email, and documented incidents for follow-up. My background in computer technologies complements my experience in quality assurance, customer service, and technical support.
Experience
Work history, roles, and key accomplishments
Especialista en Aseguramiento de Calidad
Collective Solution
Feb 2023 - Nov 2026 (3 years 9 months)
Conducted evaluations, call listening sessions, and calibration with internal and external teams to assess knowledge, improve customer service quality, optimize processes, and increase operational efficiency. Led weekly and monthly business reviews with senior management, analyzing key metrics to identify operational deviations and drive real-time adjustments.
Representante de Servicio al Cliente Remoto
Collective Solution
Mar 2022 - Feb 2023 (11 months)
Managed inquiries via phone, chat, and email, resolving issues related to e-commerce orders to ensure customer satisfaction. Registered incidents to facilitate tracking and timely resolution.
Education
Degrees, certifications, and relevant coursework
Universidad de San Pedro Sula (USAP)
Ingeniería en Tecnologías Computacionales, Computer Technologies
2019 - 2024
Pursued a degree in Computer Technologies Engineering, focusing on technical and detail-oriented skills.
Centro Cultural Sampedrano (CCS)
Bachillerato en Ciencias y Humanidades con Orientación en Artes, Ciencias y Humanidades
2014 - 2018
Completed high school with a focus on sciences, humanities, and arts.
Tech stack
Software and tools used professionally
Availability
Location
HondurasAuthorized to work in
Salary expectations
Social media
Job categories
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