Valeria Carral
@valeriacarral
I improve customer experience through quality audits, calibration, coaching, and operational trend analysis.
MexicoWhat I'm looking for
At Alorica, I conduct daily quality audits of 30–40 customer contacts, assessing adherence to quality standards, procedures, and customer experience requirements.
I support calibration sessions, maintain accurate QA trackers, and help implement and validate MQA/AQA processes by identifying and correcting discrepancies. I also lead QA sessions and guide new hires on evaluation criteria, quality expectations, and procedures.
Previously, I resolved customer inquiries and complex service issues at Alorica while maintaining precise case documentation. I improved overall efficiency by 90% through proactive needs anticipation and support delivery.
My logistics coordination experience at Nuno Farms strengthened my reporting, stakeholder coordination, shipment tracking, and operational problem-solving skills. I work in native Spanish and advanced English.
Experience
Work history, roles, and key accomplishments
Conducted daily quality audits of 30-40 customer contacts, supported calibration sessions, and maintained accurate QA trackers. Participated in MQA/AQA process implementation and provided guidance to new hires.
Education
Degrees, certifications, and relevant coursework
Universidad Veracruzana
Bachelor of Business Administration, International Business Administration
2015 - 2021
Pursued a Bachelor of Business Administration in International Business Administration from Universidad Veracruzana from 2015 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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