Fernando Paredes

– Customer Experience and Quality Assurance Lead for four top-tier accounts – Data analysis and strategy design/implementation – Responsible for CX and QA related KPIs for all lines of business – CRM-Direct point of contact for account managers from client companies – Project manager for diverse CS & QA projects – Development & implementation of auditing forms and standards – Advisor to the executive committee for optimization strategies – Manager for 25 Coaches, QA Analysts, and Supervisors

- Account expansion project coordination: infrastructure, workforce, training - Coordination and implementation of CX and QA processes and strategies - Direct support and manager for 6 QA Analysts and 2 Trainers

- Reporting of results of QA related KPIs - Design, propose, and implement strategies for performance improvement - Responsible for training for all communication channels: phone, email, chat - Direct support and supervisor for trainers and QA staff