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Nikka Hernandez

@nikkahernandez

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QA Manager improving BPO CX with data-driven quality and coaching.

Colombia

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What I'm looking for

I’m looking for a remote role where I can lead QA and quality frameworks, run calibration and coaching, and drive measurable improvements in CSAT/KPIs through data-driven root cause analysis and strong cross-functional collaboration.

I’m a QA Manager / Quality Lead with 8+ years of BPO experience across QA analysis, quality supervision, and training management. I design QA frameworks and lead analyst teams, using data-driven root cause analysis (5 Whys, Fishbone) to eliminate service gaps.

Over the years, I’ve built onboarding and QA evaluation structures, including scorecards and calibration processes aligned with client SLAs and compliance requirements. I report QA performance through Google Sheets dashboards and translate trends into targeted training interventions and process improvements.

My approach is practical and measurable: I focus on calibration, coaching, and cross-functional execution with QA, Operations, and Training to improve service consistency. I’ve delivered outcomes like increasing agent productivity and satisfaction by 35% and improving CSAT through continuous quality improvements.

Experience

Work history, roles, and key accomplishments

Training Manager

Dyninno

Jul 2023 - Mar 2026 (2 years 8 months)

Managed quality and performance operations for BPO teams, using root cause analysis (5 Whys, Fishbone) to eliminate inefficiencies and increase productivity by 35%. Designed QA evaluation frameworks and calibration processes, built onboarding/QA structures that reduced time-to-competency by ~30%, and reported QA metrics via Google Sheets dashboards.

Root Cause Analysis BPO Team Leadership Onboarding Quality Frameworks

Quality & Training Supervisor

Concentrix

Sep 2020 - Nov 2022 (2 years 2 months)

Supervised quality analysts in a high-volume BPO environment by running structured evaluations, coaching conversations, and development plans. Designed quality monitoring and calibration/coaching frameworks to improve score consistency and partnered with Operations to raise CSAT outcomes.

Coaching Frameworks Performance Management Team Supervision Stakeholder Management Process Improvement

Quality Analyst

Teleperformance

Apr 2020 - Sep 2020 (5 months)

Monitored and scored customer interactions across multiple channels, delivering weekly performance insights to support data-driven coaching decisions. Identified service and compliance gaps and contributed actionable recommendations to improve CSAT metrics.

Multichannel Interaction Monitoring Actionable Recommendations

Quality Analyst

Sitel

Aug 2018 - Dec 2019 (1 year 4 months)

Evaluated customer interactions and supported the development of quality standards and internal coaching guides. Identified recurring error patterns and escalated improvement opportunities to training and operations teams.

Customer Interaction Evaluation Internal Coaching Guides Error Patterns Customer Escalation Service Improvement

Customer Support & Tech Support

Sitel

Oct 2015 - Aug 2018 (2 years 10 months)

Resolved customer and technical issues across voice and digital channels while meeting SLA and CSAT targets. Identified recurring customer pain points and contributed process improvement recommendations to QA and training teams.

Voice support SLA CSAT Customer Pain Points Escalation To QA Training Process Improvement