Stefania Maldonado

Stefania Maldonado

About

Detail

BPO Quality Analyst, Compliance Analyst
Barranquilla, Atlantico, Colombia
Contact Stefania regarding: 
work
Full-time jobs
Starting at COP3.6M/month ~USD1.11k/month
Flexible work

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 75% verified
  • TTEC
    Quality Analyst Specialist
    TTEC
    Apr 2024 - Current (2 years 4 months)
    - Evaluate interactions to ensure service quality and compliance with internal and external regulations (including the Remittance Rule and other regulations in the U.S.). - Analysis of trends and root causes of common errors, with improvement proposals aligned with established policies and procedures. - Individual feedback focused on agent development, providing actionable recommendations to improve future performance. - Coordination of group workshops to reinforce knowledge, share best practices, and reduce error recurrence. - Design of visual materials (infographics) as reinforcement tools for agents with visual learning styles. - Active participation in calibration sessions and client meetings to align quality criteria, resolve process-
  • Turo
    Teleperformance
    Quality assurance Analyst verified_user Verified experience
    Turo, Teleperformance
    Jul 2023 - Sep 2023 (3 months)
    - Analyze compliance with quality policies and procedures by monitoring agents. - Execute the coaching process using internal standards for feedback and coaching. - Execute number of observations and feedback required by agent according to customer request or internal standards. - Provide training and develop opportunities for agents through the use of effective interpersonal communication. - Develop reports in Excel to report on the main opportunities found. - Observe potential inappropriate behavior and provide real-time alerts followed by immediate actions taken (safety clause) - Report any suspicious or malicious behavior detected during monitoring - Deliver feedback to agents so the can improve their performance
  • Turo
    Teleperformance
    Bilingual Customer Service Representative verified_user Verified experience
    Turo, Teleperformance
    Nov 2021 - Current (4 years 9 months)
    At first it was a challenge because the campaign I work for is car sharing company and I didn't know anything about that, however, that was not an impediment to continue. I am proud to say that I was able to face the challenge, despite not knowing anything about vehicles, I set out to investigate, study and practice. Thanks to this, today I carry out my operational tasks correctly and complying with the requirements, metrics and expectations requested by the client in the area of customer service and conflict resolution through emails. In addition to that, I consider myself a responsible and collaborative person, willing to help when the operation requires it. For this reason, apart from customer service, I also help in the Training departm
  • Quantica BPO
    Bilingual Customer Service Representative verified_user Verified experience
    Quantica BPO
    Nov 2019 - Nov 2021 (2 years 1 month)
    Provided customer service via call channel to telecommunication companies such as Tracfone, Straighttalk, Telcel and Walmart Family Mobile. I went through 3 different departments in which I learned new things and skills: Technical service/Sales: - Help customers when they had problems using their mobile data, calls or text messages and accompany them in a troubleshooting to fix their services. - Assist customers to make purchases of devices offered by companies such as phones, simcards, hotspot, etc. Supervisor department: - Receive transferred calls from customers who were encountering specific issues or cases that required escalation and in-depth investigation. - Use my empathy skills to deal with upset customers and use the tools and
Education verified_user 50% verified
  • Universidad del Atlántico
    Contaduria Publica verified_user Verified experience
    Universidad del Atlántico
    Aug 2018 - Aug 2023 (5 years 1 month)
  • Universidad del Atlántico
    English B2, Foreign language course.
    Universidad del Atlántico
    Jan 2018 - Dec 2020 (3 years)