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Marlon García

@marlongarca

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Quality Assurance & Operations analyst turning audit data into KPI-driven improvements.

Colombia

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What I'm looking for

I’m looking for a role where I can use audits, KPI tracking, and process improvement to drive measurable quality and operational performance—partnering with teams through structured feedback, calibration, and clear reporting.

I’m a tech-savvy Quality Assurance Analyst with experience in audits, compliance, and performance evaluation across BPO environments. I support teams through clear communication, structured feedback, and data-driven insights that highlight operational gaps and guide improvements.

I’ve delivered weekly and monthly reporting using Google Sheets/Excel, performed call monitoring to assess service level standards, and collaborated with Team Leaders during calibration sessions to build scoring consistency. I’m also comfortable using CRM and call center tools (Zoho, Telgoo5, TalkDesk) to track outcomes, optimize processes, and strengthen customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Sales Development Representative

Current

RocketLevel Commercial

Mar 2025 - Present (1 year 2 months)

Prospected and qualified commercial leads, coordinating meetings between prospects and clients while analyzing lead performance and engagement to improve outreach. Maintained structured Google Sheets trackers to monitor pipeline activity and booking outcomes.

Lead Qualification Google Sheets Data Analysis Prospecting

Quality Assurance Analyst

Paricus Contact Center

Apr 2024 - Nov 2024 (7 months)

Contributed to weekly calibration sessions with team leaders to support consistent scoring and best practices. Performed audits using Google Sheets/Excel and internal forms, monitored randomly selected calls, and worked with teams to address process gaps using data insights.

Quality Assurance Calibration Google Sheets Excel Process Optimization

Customer Service Representative

Paricus Contact Center

Jul 2023 - Apr 2024 (9 months)

Provided customer support for service inquiries, cancellations, reactivations, and device-related technical issues, focusing on customer satisfaction and retention. Managed requests according to service needs while supporting issue resolution.

Customer Support Cancellations Device Support Customer Retention

Quality Assurance Analyst

Teleperformance Colombia

Apr 2021 - Jul 2023 (2 years 3 months)

Performed daily analysis of high-volume customer interactions to evaluate quality and compliance metrics. Created weekly and monthly KPI summaries with trend visualization, supported operational teams with audit insights, and facilitated refreshers to maintain quality standards.

Quality Assurance KPI Tracking & Compliance Performance Analysis Excel reporting

Trainer & Team Lead

Teleperformance Colombia

May 2022 - Jul 2022 (2 months)

Monitored team performance data to identify training and coaching needs through trend analysis. Prepared structured performance evaluations and supported the transition from training to operational roles.

Trend Analysis Training Support Process Support Communication

Customer Service Representative

Teleperformance Colombia

Oct 2020 - Apr 2021 (6 months)

Handled customer inquiries, complaints, and requests while processing refunds and exchanges according to company policies. Maintained high service standards to support customer satisfaction.

Customer Support Complaints Handling Exchange Policy Compliance Service standards Communication