TRTania Ralda
@taniaralda
Detail-oriented business administrator with extensive quality control experience.
GuatemalaWhat I'm looking for
As a dedicated Quality Control Analyst at Hunter Warfield, I pride myself on my detail-oriented and proactive approach to ensuring quality standards are met. My role involves addressing identified issues and implementing corrective actions, as well as determining training needs for process improvement. I am committed to enhancing overall quality and ensuring compliance with company policies.
Previously, I served as a Quality Assurance Analyst at Verizon and Allied Global, where I monitored recorded and live calls, provided feedback to agents, and created action plans to improve results. My experience spans over a decade in personnel management and performance monitoring, allowing me to develop strong interpersonal relationships and foster a stable work environment.
I hold a Bachelor's Degree in Business Administration from Universidad de San Carlos de Guatemala and am always seeking new professional challenges that allow me to leverage my skills in quality assurance and team management.
Experience
Work history, roles, and key accomplishments
Quality Control Analyst
Hunter Warfield
Jan 2024 - Dec 2025 (1 year 11 months)
Set and ensured adherence to quality standards, addressing identified issues and implementing corrective actions. Provided recommendations to enhance overall quality, monitored performance, and communicated QA findings to ensure compliance with company policies.
Quality Assurance Analyst
Verizon, Allied Global
Jan 2011 - Dec 2024 (13 years 11 months)
Monitored recorded and live calls, submitting evaluations and providing feedback to agents. Developed and followed up on action plans to improve results, conducting internal and external calibrations. Tracked and reported daily, weekly, and monthly team quality metrics.
Ops Supervisor
Crédito Hoy Mismo, Atento S.A.
Jan 2009 - Dec 2010 (1 year 11 months)
Tracked and reported daily, weekly, and monthly team performance metrics, while monitoring the queue. Delivered daily results to management and resolved immediate doubts. Authorized information recording for credit card approvals and provided weekly and daily feedback.
Ops Supervisor
Telefónica Móviles México, Atento S.A.
Jan 2004 - Dec 2009 (5 years 11 months)
Tracked and reported team performance metrics, working directly with internal clients. Handled upset customers over the phone and escalated complex or unresolved issues to the client. Conducted monthly coaching sessions and provided weekly and daily feedback.
Education
Degrees, certifications, and relevant coursework
Universidad de San Carlos de Guatemala
Bachelor's Degree, Business Administration
Obtained a Bachelor's Degree in Business Administration. Focused on developing skills in management, operations, and strategic planning.
Escuela Nacional Central de Formación Secretarial
Bilingual Secretary, Secretarial Studies
Completed studies to become a Bilingual Secretary. Developed strong administrative and communication skills, with proficiency in multiple languages.
INEB Villa Lobos I
Básicos, General Studies
Completed basic education at INEB Villa Lobos I. Gained foundational knowledge across various subjects.
Escuela Oficial Urbana Mixta El Mexquital II
Primaria, General Studies
Completed primary education at Escuela Oficial Urbana Mixta El Mexquital II. Developed fundamental literacy and numeracy skills.
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Job categories
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