Luisa Maria Pizzati Lopez
Quality Assurance Analyst
Guatemala City
Summary
Quality Assurance Analyst with over seven years of experience in the call center/BPO industry. Offering collaborative style outstanding communication skills. Expertise in the quality assurance and design fields. Organized and successful at managing multiple tasks with a positive attitude. Pursuing a role that presents professional challenges and leverages interpersonal skills, and effective time management. Ready to start a career and make meaningful contributions with commitment and drive.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Quality Assurance Analyst
ICON Solutions Group
11.2022 - Current
- Monitored and evaluated customer interactions across multiple communication channels (phone, chat, email) to assess agent performance and compliance with quality standards
- Contributed to the continuous improvement of quality assurance processes and methodologies, implementing best practices to enhance overall efficiency and effectiveness
- Analyzed call data and performance metrics to identify trends, patterns, and opportunities for process improvement
- Provided timely and constructive feedback to agents, highlighting strengths and areas for development to enhance service quality and customer satisfaction
- Collaborated with call center management to develop and implement quality assurance procedures, training programs, and performance metrics
- Conducted regular calibration sessions with management and team leads to ensure consistency in quality evaluation and scoring.
Customer Experience Supervisor - Royal Caribbean International
Conduent
12.2021 - 11.2022
- Led a team of up to 20 customer service representatives in delivering exceptional customer experiences across various channels (phone, email, chat)
- Developed and implemented customer experience strategies to improve satisfaction, loyalty, and retention rates
- Conducted regular coaching sessions to ensure team members are equipped with product knowledge, communication skills, and best practices for handling customer inquiries and resolving issues
- Monitored team performance against KPIs, provided coaching and feedback, and implemented performance improvement SMART plans as needed
- Empathy displayed through understanding and addressing the needs and concerns of team members, peers, and management
- Excellent verbal communication skills demonstrated through presentations, public speaking engagements, and team meetings.
Quality Assurance Analyst
Conduent Business Services
06.2019 - 12.2021
- Monitored, evaluated, and relayed feedback to the agents while setting SMART plans and improve their performance.
- Mentored and coached the agents on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Retail Support Customer Service Representative - AT&T
Advanced Call Center Technologies
06.2018 - 06.2019
- Strong customer service skills to address inquiries, resolve issues, and provide product guidance and recommendations
- Ability to communicate technical information in a clear and understandable manner to customers with varying levels of technical knowledge
- Experience in utilizing CRM systems and support ticketing platforms to manage customer interactions and track issue resolution
- Strong problem-solving abilities to diagnose and resolve technical issues efficiently and effectively.
Retail Support Customer Service Representative - Tracfone
Allied Global
06.2017 - 05.2018
- Proficient in providing customer support across multiple channels, including phone, chat, and email, to address inquiries and resolve issues promptly and effectively
- Excellent communication skills to interact with customers in a clear, courteous, and professional manner, ensuring understanding and satisfaction
- Strong problem-solving abilities to diagnose issues, troubleshoot problems, and identify appropriate solutions or resolutions
- Ability to multitask and prioritize tasks effectively in a fast-paced retail environment, managing multiple customer interactions simultaneously.
Education
Bachiller en Computación con Orientación Científica -
Centro Educativo El Valle
Skills
Figma
User Experience (UX): Research techniques, structure and organization, Wire-framing and Prototyping, Visual design, Interaction design, Usability testing
User Interface (UI): Responsive design, UI animation, UI component libraries, Accessibility, Cross-functional collaboration
Sketch
Adobe XD
Google Workspace
Microsoft Office
Certification
Conviértete en diseñador
Coursework
- Navigating other people's emotions
- Leading: Human Resource Management and Leadership, Macquarie University, 2021
- Establishing team goals and responsibilities, and using feedback effectively, Skillsoft, 2020
- Developing Emotional Intelligence, Skillsoft, 2020
Languages
English
Full Professional
German
Elementary
Spanish
Native or Bilingual
Timeline
Quality Assurance Analyst
ICON Solutions Group
11.2022 - Current
Customer Experience Supervisor - Royal Caribbean International
Conduent
12.2021 - 11.2022
Quality Assurance Analyst
Conduent Business Services
06.2019 - 12.2021
Retail Support Customer Service Representative - AT&T
Advanced Call Center Technologies
06.2018 - 06.2019
Retail Support Customer Service Representative - Tracfone
Allied Global
06.2017 - 05.2018
Bachiller en Computación con Orientación Científica -
Centro Educativo El Valle
Conviértete en diseñador
Diseñadora UI-UX, LinkedIn Learning, 2024
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