Melissa Ruiz Gonzalez

MG

Open to opportunities

Melissa Ruiz Gonzalez

@melissaruizgonzalez

Quality Assurance Lead turning data into compliance and customer satisfaction gains.

What I'm looking for

I’m looking for a role where I can lead quality and compliance performance with data-driven coaching, manage KPI dashboards and audits, and partner with operations and training to deliver measurable CSAT and operational excellence.

I’m a Quality Assurance Lead with 8+ years in quality and 1 year leading quality teams within multinational service operations. I specialize in Quality Management, KPI performance, Compliance, and Customer Experience improvement, using reporting analysis to spot operational trends and drive continuous process improvement.

At Accenture, I analyzed Quality, Compliance, and Customer Satisfaction data to identify the operational drivers behind a 5-point CSAT increase within four months. I managed and optimized daily KPI dashboards to raise team target attainment from 84% to 90% through data-driven coaching and structured corrective action plans.

I also partner with Operations, Training, and client stakeholders to implement process improvement initiatives, reduce documentation inconsistencies, and improve reporting accuracy. I lead coaching and calibration sessions to support consistent achievement of Quality and Compliance targets, and I’m focused on producing weekly executive reports that help leadership make better decisions across multiple operational teams.

Experience

Work history, roles, and key accomplishments

AC

Quality Senior Auditing Analyst

Jun 2025 - Mar 2026 (9 months)

Analyzed Quality, Compliance and Customer Satisfaction data to identify trends and improve CSAT by 5 points within four months. Led KPI dashboard performance improvements (84% to 90% target attainment) through data-driven coaching and structured corrective action plans.

Quality Auditing Compliance Customer Satisfaction KPIs Reporting Analysis Executive Reporting Coaching

AC

Quality Auditing Analyst

Jul 2024 - Jun 2025 (11 months)

Performed quality audits and data analysis to verify completeness, accuracy, and adherence to SOPs. Supported controlled documentation systems and compliance reporting, including audit traceability and quality monitoring.

Quality Audits Data Analysis Version Control Compliance Reporting Record Management Quality monitoring

CO

Quality Analyst and Trainer II

Jul 2019 - Jun 2024 (4 years 11 months)

Designed and delivered training materials, onboarding sessions, and knowledge assessments to ensure compliance with SOPs and quality standards. Completed 240+ quality audits monthly to identify process gaps and support continuous improvement initiatives.

Training Delivery Onboarding Quality Audits Quality Standards Compliance Continuous Improvement

Education

Degrees, certifications, and relevant coursework

TT

Técnico en Gestión de Datos - TEC

Técnico en Gestión de Datos para el Análisis y Visualización, Data Analytics

Técnico en Gestión de Datos para el Análisis y Visualización (in progress), expected completion July 2027.

GO

Google

Google Data Analytics Professional Certificate, Data Analytics

Google Data Analytics Professional Certificate (in progress), expected completion September 2026.

Tech stack

Software and tools used professionally

DATOS

Gmail

Increase

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