Micaela Falco
@micaelafalco
I build global QA operating models, strengthen vendor calibration, and turn quality data into coaching improvements.
SpainWhat I'm looking for
At Perk, I lead global QA governance for outsourced delivery hubs across APAC, LATAM, and EMEA, standardizing calibration, scorecards, playbooks, and quality reviews across multiple markets. I also pilot AI-powered auto-QA tools and validate AI scoring against human review before rollout.
I've translated Zendesk QA and Looker data into KPI reporting and hub performance dashboards for leadership, while coaching QA teams through BIO and GROW frameworks. Earlier, I managed high-touch B2B travel clients with over 95% satisfaction and grew commercial client portfolios at Grupo Hotusa.
Experience
Work history, roles, and key accomplishments
Global QA point of contact for outsourced/BPO delivery hubs across APAC, LATAM & EMEA. Lead calibration governance across 8+ external hubs, reducing scoring variance through structured calibration and data-driven coaching.
Education
Degrees, certifications, and relevant coursework
PNL Barcelona
Master's in Coaching with NLP, Coaching
Completed a Master's in Coaching with NLP in 2020.
Universidad de Buenos Aires
Bachelor's Degree, Social Work
2013 - 2014
Pursued a Bachelor's Degree in Social Work from 2013 to 2014.
Universidad de Morón
University Degree, Tourism
2010 - 2013
Completed a University Degree in Tourism from 2010 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
Skills
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