Misael Villanueva
REGIONAL QA MANAGER
Summary
With over 11 years of experience in the BPO industry, this strategic leader is dedicated to enhancing operational performance. This individual has a proven track record of contributing to the creation and implementation of best practice quality vision, strategy, policies, processes, and procedures. Their expertise allows them to effectively aid and improve operational performance. Additionally, they excel in contributing to new business initiatives and projects, ensuring that the impact on Quality activities is thoroughly reviewed and communicated. Building strong relationships with both internal and external stakeholders is a priority for this individual, as it is crucial for achieving optimal performance.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Regional Quality Manager
Sykes
08.2020 - Current
- Developing quality control processes
- Continuous improvement: Developing and implementing measures for the continuous improvement of quality processes
- Creates and implements company quality standard
- Develop and implement strategies to improve the production process
- Collaboration with management by providing recommendations and solutions to address quality issues
Project Manager
Sykes
01.2011 - 01.2020
- Defining project scope, goals, and deliverables in collaboration with stakeholder
- Tracking project performance against planned timelines, budgets, and quality standards, making necessary adjustments
- Identify and resolve project issues and challenges, ensuring projects stay on track
- Ensure that project deliverables meet the required quality standards
Education
Bachelor - Communica
Universidad de El Salvador
01.2004 - 01.2011
Skills
- Leadership
- Developing Quality Departments
- Standardization of processes
- Performance Excellence
- Client KPIs
- Systematic performance monitoring
Summary - About Me
Strategic Leader with 11+ years of experience in the BPO industry contributing to the creation and implementation of best practice quality vision, strategy, policies, processes and procedures to aid and improve operational performance. Contribute to new business initiatives and projects and review and communicate the impact on Quality activities. Develop and maintain strong relationships with internal and external stakeholders to ensure optimal performance.
Timeline
Regional Quality Manager
Sykes
08.2020 - Current
Project Manager
Sykes
01.2011 - 01.2020
Bachelor - Communica
Universidad de El Salvador
01.2004 - 01.2011
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