David Fernández Veloza Psychologist I Training & Quality Manager

Bilingual Training & QA Manager

OneTouch Direct

Apr 2025 - Current (1 year 3 months)

Designing, implementing, and monitoring quality standards, scorecards, and auditing procedures to ensure compliance with client and internal requirements. Coordinating and supervising the process for QA Analysts and trainers, including the detection of coaching needs, planning sessions, and following up on action plans to drive behavioral improvement. Overseeing the training lifecycle: scheduling and facilitating training sessions, certifying trainers, and ensuring that new hires and tenured agents receive up-to-date skill development. Collaborating closely with other departments (Operations, Workforce, Client Services) to address performance gaps and drive continuous improvement. Aligning training content with business objectives and quali

Bilingual Soft Skills Coach

OneTouch Direct

Sep 2024 - Mar 2025 (7 months)

Implement strategies for continuous staff improvement. Develop methodologies that guarantee to maintain effectiveness in the training processes. Positively impact on knowledge transfer and adherence.

Customer Success Project Manager

Educaro Colombia

Sep 2023 - Feb 2024 (6 months)

Accompany and guide the migration process of nursing professionals to Germany. Follow-up with nursing professionals, minimizing withdrawals or abandonment during the process. Project management. Bilingual experience.

Team Leader

Konecta

Oct 2022 - Aug 2023 (11 months)

Ensure KPI ́s compliance. Identify performance, develop action plans for improvment. Guide employees to achieve high levels of performance. Administrative processes. Bilingual experience.

L

Quality Assurance Compliance Specialist

Level Markets Service Export

Sep 2022 - Oct 2022 (2 months)

Feedback to staff. Quality managment to interactions.

Trainer ICBF

iQ Outsourcing

Jan 2022 - Jul 2022 (7 months)

Staff Training. Identification of needs and generation of strategies. Personalized follow-ups and feedback.

Psychologist Category Sub 8

Sierra Fútbol Club

Jan 2020 - Feb 2021 (1 year 2 months)

Execution of protocols for the development of psychological skills. Training for Parents. Accompaniment in competition.

Quality Analist ICBF

iQ Outsourcing

Apr 2019 - Dec 2021 (2 years 9 months)

Quality management and assurance to PQRS. Addressing of PQRS to competent areas. Feedback to staff.

General Agent ICBF

iQ Outsourcing

Feb 2018 - Apr 2019 (1 year 3 months)

Psychoeducation and validation of rights to NNA. Taking of PQRS related to NNA.

Commercial and communications assistant

Tulpep

Jun 2014 - Dec 2015 (1 year 7 months)

Preparation of commercial proposals to clients. Remote technical support and customer service. Management and update of internal and external networks of the company. Optimization of the company's sales and services.

David Fernández Veloza

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