Tania Cubias
San Salvador,SS
Summary
Organized Quality Assurance Manager experienced in developing and improving quality control procedures. Offers 10-year career and advanced monitoring, communication, and team leadership abilities. History of improving quality and efficiency of production with continuous advancements. Strong leadership, strategic planning, and communication skills are crucial for successful project execution and stakeholder satisfaction.
Overview
9
9
years of professional experience
Work History
Quality Assurance Manager
Webhelp El Salvador
12.2021 - Current
- Managed a team of 40+ Quality Analysts, overseeing the department across 4 lines of business, and providing leadership to 4 supervisors, actively setting and tracking Key Performance Indicators (KPIs) to gauge and enhance operational efficiency.
- Led end-to-end project management for various initiatives, ensuring execution from initiation to completion.
- Implemented process improvement initiatives resulting in a 25% reduction in defects and a 20% increase in operational efficiency.
- Led ramp-up of operations in new countries while collaborating with the Director of Operations to ensure alignment with regional quality standards.
- Partnered seamlessly with internal HR and COO to identify and execute customized training programs for new teams, covering platform usage, internal onboarding protocols, and ongoing skill development.
- Collaborated with teams across different countries to align processes and ensure consistency in quality standards.
- Developed and implemented Standard Operating Procedures (SOPs) to streamline processes, ensuring consistency in quality standards and operations across multiple lines of business.
Quality Assurance Supervisor
Webhelp El Salvador
11.2020 - 12.2021
- Supervised and provided leadership to one team of 15 quality analysts within a designated line of business
- Conducted regular performance reviews, offered feedback, and implemented strategies to enhance team efficiency and individual growth
- Provided support to the operation by developing and implementing action plans designed to enhance overall performance
- Conducted in-depth analysis of quality metrics, identifying trends, areas for improvement, and best practices
- Led initiatives to improve calibration results, resulting in a significant 25% enhancement in consistency across quality evaluations.
Fraud Prevention Analyst
Sykes El Salvador ltda
10.2014 - 01.2020
- Investigate potential fraud scenarios within operational processes, utilizing advanced analytical tools and techniques to identify irregularities and suspicious activities.
- Performed risk identification through deep investigation analysis of 75% of all employee population.
- Analyze data trends related to fraud patterns and present findings to the operations team, providing valuable insights to enhance fraud prevention strategies
- Utilize statistical analysis and data visualization tools to communicate trends effectively and facilitate decision-making in operations.
Education
MBA - Digital Marketing
EUDE
Spain11.2024
Agile Project Management Course -
Google
Online05.2024
Diploma - Project Management. "Project Formulation and Evaluation"
Fepade
San Salvador, SS01.2022
Bachelor of Arts - Communication
Universidad Dr. Jose Matias Delgado
El Salvador12.2021
Skills
- Project Management
- Risk Analysis and Mitigation
- Goals Setting
- Team Supervision and Leadership
- Client Relationship Management
- Strategic Planning and analysis
- Cross-Functional Collaboration
- Attention to detail and organization
Languages
Spanish
Proficient
C2
English
Proficient
C2
French
Beginner
A1
Timeline
Quality Assurance Manager
Webhelp El Salvador
12.2021 - Current
Quality Assurance Supervisor
Webhelp El Salvador
11.2020 - 12.2021
Fraud Prevention Analyst
Sykes El Salvador ltda
10.2014 - 01.2020
MBA - Digital Marketing
EUDE
Agile Project Management Course -
Google
Diploma - Project Management. "Project Formulation and Evaluation"
Fepade
Bachelor of Arts - Communication
Universidad Dr. Jose Matias Delgado
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