I'm looking for a role in customer operations, service quality or vendor management where I can improve processes, coach teams and solve customer problems. I'd like to build on my global BPO experience, use data and AI tools in practical ways, and grow into broader operational leadership.
Looking for a job
Micaela Falco
@micaelafalco
I drive global Quality & Customer Operations, using data and AI to improve processes, strengthen teams and enhance customer experience.
SpainWhat I'm looking for
I'm a Senior Quality & Customer Operations professional with 5+ years of experience across QA, customer operations, vendor management and process improvement in international environments.
At Perk, I lead global QA governance across outsourced delivery hubs in APAC, LATAM and EMEA, standardizing calibration, scorecards, playbooks and quality reviews across multiple markets. I also pilot AI-powered auto-QA solutions and validate AI scoring against human reviews before rollout.
I turn Zendesk QA and Looker data into performance insights, dashboards and actionable improvements, while coaching QA teams through BIO and GROW frameworks and partnering with Operations, Vendor Management and other cross-functional stakeholders.
Earlier in my career, I managed high-touch B2B travel clients with 95%+ CSAT and grew commercial client portfolios. I'm particularly interested in remote roles across Quality Operations, Customer/CX Operations, AI-enabled operations, Vendor Management, Process Improvement and Transformation.
Experience
Work history, roles, and key accomplishments
Current
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
PB
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
Looking for a job
Location
SpainAuthorized to work in
Salary expectations
45k-55k EUR
Social media
Job categories
Customer OperationsVendor ManagerQuality ManagerOperations ManagerCustomer Experience ManagerBusiness Travel ConsultantSales ManagerQuality Control And Assurance SpecialistQuality SpecialistQA SpecialistQuality Control SpecialistQA QC SpecialistQuality Management SpecialistQC SpecialistQuality Assessment SpecialistQuality Systems SpecialistQuality AssuranceCustomer ServiceCustomer Care ExecutiveCustomer Experience AssociateCustomer Experience SpecialistCustomer Experience RepresentativeQuality AnalystQA AnalystVendor Account Manager
Skills
Quality AssuranceVendor ManagementQuality OperationsBPO ManagementOutsourcingQA ScorecardsQuality CoachingZendeskLookerAI Quality AssuranceData AnalysisKPI ReportingDashboard DevelopmentStakeholder ManagementProcess ImprovementCustomer ExperienceGuruCommercial StrategyCustomer Relationship ManagementSpanishEnglish
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