Rafael Mendes

Conducted QA audits and process reviews for Risk and Payments workflows, ensuring policy compliance and service standards. Performed root cause analysis and created action plans that improved SLAs and cross-team performance, supported by quality reporting for stakeholders.

Led category-focused sprints and BPO QA audits, raising SLA and Quality scores to 9/10 through workflow optimisations, targeted training materials, and custom macros. Ran weekly calibration sessions, created performance plans for underperforming teams, and delivered weekly QA reports with analytics.

Reviewed flagged activities for fraud risk and enforced client compliance policies, analyzing and classifying suspicious behavior patterns across high-volume operations. Maintained productivity targets while consistently delivering high-quality reviews.

Provided high-quality customer support to a global clientele and handled complex disputes requiring conflict resolution. Worked independently and proactively to consistently meet performance targets and was recognized as a Top Performer.

Studied at Universidade Santa Cecília in 2015.