Santiago Alarcon
Quality Assurance Supervisor
Guatemala
Summary
Results-driven Quality Assurance Supervisor and former Business Process Owner with a strong background in process optimization, team leadership, and digital transformation. Proven ability to lead high-performing teams, implement effective QA policies, and design Power Platform solutions that drive operational efficiency—saving over 400 hours of manual work. Skilled communicator and collaborative leader with a track record of improving performance, reducing risk, and enhancing visibility through data-driven reporting and cross-functional alignment. Committed to continuous improvement, customer satisfaction, and sustainable business success.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Quality Assurance Supervisor
Resident Interface
11.2024 - 05.2025
- Supervised a team of 10+ Quality Assurance Specialists, fostering a high-performance environment focused on continuous improvement and accountability.
- Led the successful implementation of a new Quality Assurance policy that improved team performance and reduced consumer litigation.
- Developed and maintained Power BI reports to provide performance visibility and actionable insights to leadership and team members.
- Managed full-cycle recruitment and onboarding of new QA specialists, ensuring seamless integration and team growth.
Business process Owner
Resident Interface
01.2024 - 11.2024
- Reviewed and optimized cross-departmental business procedures to resolve inefficiencies and enhance the employee and agent experience.
- Managed and maintained the team’s SharePoint site, implementing functional improvements and providing support for technical issues and bug resolution.
- Designed and deployed multiple Power Apps solutions that collectively saved over 400 hours of manual work, improving speed and accuracy across multiple business processes.
- Championed continuous improvement by encouraging feedback and leading problem-solving initiatives.
- Authored and implemented Standard Operating Procedures (SOPs) across various teams to ensure consistency and improve operational efficiency.
Quality Control Analyst
Resident Interface
04.2023 - 12.2023
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork
- Reported progress, test metrics and results to upper management
- Monitored and achieved service quality objectives
Training Specialist
Transunion - Telus International
03.2022 - 04.2023
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals
- Trained and mentored new personnel hired to fulfill customer service roles with a performance of 82% for New Hires
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Created spreadsheets using Google Sheets for daily, weekly and monthly reporting
- Created curricula, instructions, documents and written tests for various types of training courses
- Developed lesson plans, instructional materials, and practice tests for the courses. Graded by the learners based on the experience 94% during the year
- Developed and implemented updating training programs for employees
Quality Control Analyst
Transunion - Telus International
07.2020 - 03.2022
- Mentored and coached team members on QA topics and strategies
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork
- Reported progress, test metrics and results to upper management
- Monitored and achieved service quality objectives
Customer Service Representative
Transunion - Telus International
03.2018 - 07.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Administración de Empresas - Especialización en Tecnología
Universidad Galileo
Guatemala, Guatemala 06.2022 - Current
Skills
- Power BI
- MS Power Platform
- Microsoft Office
- SalesForce
- Public Speaking
- Teamwork
- Leadership
- Adaptability
- Fast Learner
Honors Awards Professional Membership - Training Certification
Subject Matter Specialist, 08/22
Timeline
Quality Assurance Supervisor
Resident Interface
11.2024 - 05.2025
Business process Owner
Resident Interface
01.2024 - 11.2024
Quality Control Analyst
Resident Interface
04.2023 - 12.2023
Administración de Empresas - Especialización en Tecnología
Universidad Galileo
06.2022 - Current
Training Specialist
Transunion - Telus International
03.2022 - 04.2023
Quality Control Analyst
Transunion - Telus International
07.2020 - 03.2022
Customer Service Representative
Transunion - Telus International
03.2018 - 07.2020
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