Carlos Eduardo Rodriguez Bonilla Quality Assurance- Presales Executive -

Training and Quality Senior Supervisor

NUVO cx

Sep 2025 - Apr 2026 (8 months)

• Orchestrate the design and delivery of data-driven training curricula aligned with operational KPIs, ensuring a seamless transition from nesting to production while maintaining proficiency rate across all new hire cohorts. • Lead the Quality Assurance framework by leveraging speech and text analytics to identify behavioral trends and friction points, conducting root-cause analysis that directly resulted in CSAT improvement and First Call Resolution (FCR) scores • Direct a team of Training and Quality Supervisors to implement continuous improvement initiatives, fostering a culture of high performance and reducing QA variance through standardized calibration processes and cross-departmental feedback loops

Training and Quality Supervisor

Intelcia Colombia

Jun 2025 - Jul 2025 (2 months)

• Planned and led the full training cycle for customer service agents, from onboarding to continuous skill development, ensuring updated, consistent, and effective training programs. • Implemented and monitored quality control processes in production, ensuring customer interactions met internal standards. Conducted one-on-one coaching sessions to support team growth and performance improvement. • Monitored and analyzed customer interactions, QA scores, and recurring behaviors to identify service gaps. Developed structured proposals to optimize service quality and operational efficiency.

I

Quality Supervisor

Iterum Connections BPO

Dec 2023 - Nov 2024 (1 year)

Como Supervisor de Calidad, fui responsable de garantizar que los estándares de calidad se cumplieran en todos los procesos de producción. Supervisé el equipo de control de calidad, implementando procedimientos para mejorar la eficiencia y la precisión en las evaluaciones. Además, manejé reportes, resultados e indicadores a través de diferentes plataformas informáticas, lo que facilitó un análisis más efectivo y una mejor toma de decisiones en la gestión de calidad.

Team Manager

Callzilla

Aug 2023 - Dec 2023 (5 months)

• Led a team of agents, achieving performance and quality goals while effectively managing reports and utilizing various software tools to enhance team productivity and efficiency.

Presales Executive

Teleperformance Colombia

Sep 2021 - Oct 2022 (1 year 2 months)

• Collaborated on commercial strategies by providing solutions and value propositions. • Trained operational staff to maintain corporate standards.

Process and Quality Analyst

Teleperformance Colombia

Jan 2020 - Sep 2021 (1 year 9 months)

Como Analista de Procesos y Calidad, fui responsable de evaluar y mejorar los procesos operativos para garantizar la calidad del servicio. Realicé auditorías regulares y análisis de datos para identificar áreas de mejora y optimizar la eficiencia. Además, seguí de cerca las interacciones con los usuarios finales a través de varios canales, incluyendo soporte por chat, lo que permitió una mejor comprensión de sus necesidades y contribuyó a la mejora continua de nuestros servicios.

Team Manager

Teleperformance Colombia

Sep 2018 - Jan 2020 (1 year 5 months)

• Supervised teams and ensured compliance with key metrics. Additionally, managed customer service interactions to enhance user satisfaction and foster a positive relationship with end-users, contributing to overall team performance and effectiveness.

Carlos Eduardo Rodriguez Bonilla

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