Paula Perdomo

I’m a Quality Assurance and Operations professional with 10+ years of experience in BPO environments, focused on quality monitoring, KPI reporting, process improvement, and operational analytics. I analyze performance trends, pinpoint operational gaps, and use data-driven insights to support business decisions.

In my roles, I’ve conducted quality audits across phone, chat, and email interactions to ensure compliance with operational and client standards. I generate reports, identify recurring operational risks, and support leadership with actionable findings derived from trend analysis.

I also lead investigations through root-cause analysis to uncover policy deviations and escalation drivers, then translate results into clearer workflows and documentation. I’ve worked with platforms like NICE, CallMiner, and CXone to monitor quality performance and operational metrics.

I’m strongest at turning operational data into visibility—building KPI dashboards in Tableau and Excel—and aligning cross-functional stakeholders around continuous improvement. My background is reinforced by ISO 9001:2015 and Lean Six Sigma (White Belt), as well as a commitment to operational excellence and customer experience outcomes.