Maria Noguera

I am a results-driven Quality Manager with over four years of experience in service desk and quality assurance roles, including remote work with Tata Consultancy Services (TCS). I combine technical knowledge of SQL, Java, and ITSM platforms with a strong commitment to operational excellence and continuous improvement.

At TCS I supervised and evaluated agent performance on a Service Desk project, mentored quality teams, delivered advanced training, and promoted a culture of accountability. I directed continuous improvement programs, analyzed KPIs and quality metrics, and used data-based decisions to enhance operational performance.

Prior to my Quality Manager role, I provided first-line technical and functional support as a Service Desk Analyst, managing incidents and service requests through phone, email, and ticketing systems while maintaining SLAs and delivering empathetic customer service.

I am bilingual in English and Spanish, skilled in teamwork and conflict resolution, and focused on implementing quality systems that ensure compliance with regulatory, customer, and internal standards. I seek opportunities to apply my analytical mindset and technical skills to drive measurable service improvements.