At Concentrix, I’m responsible for Training and Quality Assurance across North Portugal, supporting multiple clients and multilingual projects. I support new account and LOB deployments, implement hypercare strategies during go-live, and develop skill plans and risk mitigation measures.
At Cognizant, providing services to Google, Portugal, I led a Quality Assurance team across multilingual product areas. I onboarded and mentored team members, monitored KPIs, and prepared business reports and corrective and preventive action plans.
At Cluster OSL, I led Training and Quality Assurance team members, tailoring programs to address training needs and quality findings. I also monitored program effectiveness, audit quotas, and CSAT analysis, and created individual growth plans.
Earlier, I worked on quality assurance and process optimization for Porsche at Sitel, and on quality and training for Pinterest’s Digital Marketing project at Teleperformance Portugal. My experience also includes translation resource coordination, internal recruitment, travel support, sales, and customer service.
