Ligia Pineda
QA And Training Expert
San Salvador
Summary
Dynamic Quality Assurance and Training Supervisor at Dynamic Answering Services, skilled in coaching and mentoring, with a proven track record of enhancing team performance and accuracy. Expert in data analysis and problem-solving, I deliver impactful training sessions that drive employee engagement and operational excellence. Committed to fostering a culture of continuous improvement.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Quality Assurance and Training Supervisor
Dynamic Answering Services
12.2022 - Current
- Oversee and manage the daily operations of the Quality Assurance and Training departments.
- Review and resolve quality-related disputes in a timely and consistent manner.
- Coach, mentor, and provide ongoing performance feedback to agents and Quality Assurance Analysts.
- Review, validate, and evaluate Quality Assurance assessments to ensure accuracy and adherence to standards.
- Conduct weekly calibration sessions with the Quality Assurance and Operations teams to ensure consistent evaluation standards and alignment on quality expectations.
- Analyze quality performance data and identify trends, gaps, and improvement opportunities.
- Prepare and deliver detailed weekly, biweekly, and monthly quality and performance reports to management.
- Travel as required to deliver in-person training for new hires at global sites and support cross-location onboarding initiatives.
- Deliver comprehensive product training sessions to groups of 5 to 30 new hires, ensuring knowledge retention and readiness for production.
Data Entry Clerk
Dynamic Answering Services
08.2022 - 11.2022
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Verified accuracy of data entered into system to produce error-free reports.
- Managed invoicing and payment processing operations.
- Processed customer invoices, credit memos and payments within established timelines.
- Managed high volume of invoices while maintaining attention to detail, resulting in improved financial accuracy.
Back Office Supervisor
SEBPO
06.2021 - 08.2022
- Promoted a culture of continuous improvement by encouraging open feedback from team members.
- Optimized resource allocation by tracking employee schedules, workload, and availability.
- Provided ongoing support and guidance to team members, fostering a positive work environment conducive to growth and excellence.
- Maintained a high level of data accuracy by regularly reviewing reports generated by the team.
- Enhanced team productivity through regular performance monitoring and feedback sessions.
- Conduct monthly governance calls to review performance metrics and address escalations in a timely and effective manner.
- Perform Quality Assurance reviews on tasks and deliverables prior to submission to the client to ensure accuracy, compliance, and quality standards.
Product Trainer
Teleperformance
11.2019 - 05.2021
- Identified areas for improvement within existing training programs using data-driven evaluations, leading to enhanced performance outcomes across multiple departments.
- Trained internal subject matter experts who then provided localized support in their respective regions or departments, expanding knowledge dissemination throughout the organization.
- Designed and administered competency tests to evaluate trainee mastery, providing actionable insights for targeted coaching opportunities.
- Conducted regular assessments of individual progress, providing constructive feedback and personalized coaching to foster continuous improvement.
- Delivered tailored training sessions for various roles within an organization to maximize relevance and effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Trained and mentored new personnel hired to fulfill various roles.
English Teacher
Direct English Academy
01.2017 - 10.2019
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
Customer Service - Tech Support - Sales Rep
Various
10.2012 - 12.2016
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Laura Vicuña
Santa Tecla, El Salvador 05.2001 -
Skills
Coaching and mentoring
Technical training
Learning management systems
Problem-solving
Time management
Multitasking
Adaptability and flexibility
Verbal and written communication
Critical thinking
Certification
Lean Six Sixma
Timeline
Quality Assurance and Training Supervisor
Dynamic Answering Services
12.2022 - Current
Data Entry Clerk
Dynamic Answering Services
08.2022 - 11.2022
Back Office Supervisor
SEBPO
06.2021 - 08.2022
Lean Six Sixma
01-2020
Product Trainer
Teleperformance
11.2019 - 05.2021
English Teacher
Direct English Academy
01.2017 - 10.2019
Customer Service - Tech Support - Sales Rep
Various
10.2012 - 12.2016
High School Diploma -
Laura Vicuña
05.2001 -