# Miguel Gonzalez

Miguel Gonzalez is a remote worker on Himalayas, Analista de Calidad y Formación at Concentrix, based in Nicaragua.

Source: https://himalayas.app/@miguelgonzalez4

```text
Quality and Training Analyst at Concentrix, evaluating agent performance and preparing 20–50 employees.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Nicaragua |
| Authorized to work in | Nicaragua |
| Salary expectations | 60k+ USD |
| Job categories | Quality Analyst, Training Specialist, Customer Service, Technical Support Specialist |
| Skills | Quality Management, Corporate Trainer, Performance Evaluation, Continuous Improvement, Document Review, Reporting, KPI Tracking, Customer Service, Technical Support, Ticket Management, Incident Management, Excel, Power BI, ServiceNow, Microsoft Word |

## About

```text
At Concentrix, I participated in training and preparing 20 to 50 employees through initial training and knowledge reinforcement.

As a Quality and Training Analyst, I tracked and evaluated agents’ performance against quality standards and procedures. I also reviewed documentation and support materials for consistency.

I prepared and tracked reports and indicators using Excel, and have basic Power BI experience creating dashboards. I also supported continuous improvement initiatives and efforts to strengthen teams’ operational knowledge.

Earlier at Concentrix, I provided customer service and technical support as a Telephone Advisor. I recorded and followed up on tickets in ServiceNow, documented cases, and applied established procedures.
```

## Experience

### Analista de Calidad y Formación

[Concentrix](https://himalayas.app/companies/concentrix). Jul 2024 - Jan 2026

```text
Participated in training and preparation of 20-50 collaborators, monitored and evaluated agent performance against quality standards, and supported continuous improvement initiatives.
```

Skills: Training, Quality-Assurance, Performance-Evaluation, Documentation-Review, Excel, Power-BI, Continuous-Improvement

### Asesor Telefónico

[Concentrix](https://himalayas.app/companies/concentrix). Sep 2021 - Jul 2024

```text
Provided customer service and technical support, managed tickets via ServiceNow, and documented cases to ensure traceability and adherence to procedures.
```

Skills: Customer-Service, Technical-Support, ServiceNow, Ticket-Management, Documentation, Metrics

## Education

### UNAN

Ingeniería en Ciencias de la Computación, Computer Science. 2018 - 2021

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Studied Computer Science from 2018 to 2021.
```

### ITECC

Operador de Microcomputadoras, Microcomputers. 2019 - 2019

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Completed training as a microcomputer operator in 2019.
```

### UNITEC

Administración de Empresas, Business Administration

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Completed coursework in Business Administration, pending thesis submission for degree conferral.
```

### ITECC

Inglés básico, English. 2019 - 2020

```text
Completed basic English language training from 2019 to 2020.
```

## Tech stack

- Microsoft Excel
- ServiceNow
- Microsoft Word
- Power BI
- Microsoft PowerPoint

To contact Miguel, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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