Jhon Ortiz Zapata

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Quality/Data Analyst

Solvoglobal

Jan 2024 - Current (1 year 7 months)

As a Quality/Data Analyst, I was responsible for analyzing data trends and ensuring the quality of service provided by the team. I conducted thorough evaluations of call recordings and provided actionable feedback to improve performance metrics. Additionally, I utilized LiveVox as my primary tool for conducting call reviews, which enhanced the accuracy of my assessments and contributed to the overall improvement of service quality. My role involved collaborating with various departments to implement quality assurance processes that aligned with organizational goals. Furthermore, I took on lead management responsibilities by overseeing several projects, collaborating closely with my team to develop and execute these initiatives effectively,
Quality Analyst Verified experience

iQor

Aug 2023 - Jan 2024 (6 months)
QA Analyst

247.ai

Jul 2022 - Jul 2023 (1 year 1 month)

As a QA Analyst, I was responsible for ensuring the quality and performance of software applications through rigorous testing and evaluation processes. I developed and executed test plans, identified defects, and collaborated with development teams to resolve issues efficiently. Additionally, I utilized NICE and LiveVox for conducting phone call evaluations, which enhanced our quality assurance processes. My role also required a thorough understanding of GDPR (General Data Protection Regulation) to ensure compliance and protect individuals' personal information during evaluations, thereby maintaining the integrity of our testing procedures. Furthermore, I temporarily managed the entire QA department during my supervisor's absence, which inv
Customer Service Representative

247.ai

Feb 2022 - Jul 2022 (6 months)

Jhon Ortiz Zapata

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