Johanna Mejia

Experience

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  Zero Variance

  May 2013 - Jun 2015

  •Audit Quality Analysts on a daily basis•Provide support and coaching to Quality Analysts to ensure accuracy•Revise site disputes•Communicate client's new directives and provide support for adherence•Discover trends•Lead coaching sessions with analysts to discover areas of opportunities and develop action plans•Participate on calibration sessions with clients•Lead Simulation Calls•Special Projects As a Quality Assurance Associate, I was responsible of ensuring that call center agents were providing customer/quality service in line with organizational objectives.

  • Support Analyst

    Mar 2015 - Jun 2015

  • Quality Analyst

    May 2013 - Mar 2015
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  San Services S de R L

  Jun 2015 - Jun 2018

  As an IT Project Manager, I was responsible of leading IT projects utilizing SCRUM methodology within the scope and requirements provided by the business/client. As a Scrum Master/ Project Manager I was responsible of maintaining a proper communication and balance between the project owner, scrum team and management, for several projects. I was also responsible of coordinating maintenance to different key applications utilized within the company such as Sandals & Beaches Resorts main websites and the Online Booking Engine. Show less

  • IT Project Manager

    Sept 2016 - Jun 2018

  • Quality Assurance Lead Specialist

    Jan 2016 - Aug 2016

  • Quality Assurance Associate

    Jun 2015 - Dec 2015
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  Zero Variance by Ubiquity

  Jun 2018 - Jan 2025

  As an Associate Account Executive in a BPO Quality Assurance role, I serve as a vital liaison between clients and the internal QA teams. I maintain regular communication with our US clients to understand their quality expectations and monitor service delivery to ensure compliance with established standards. I analyze performance behaviors to drive improvements, gather client feedback to refine QA processes, and perform Business Intelligence analysis. Additionally, I prepare reports on quality performance for clients and stakeholders, address quality-related issues, and build strong, trust-based relationships with clients to ensure long-term satisfaction and partnership success. Show less

  • Account Executive

    Nov 2024 - Jan 2025

  • Associate Account Executive

    Mar 2022 - Dec 2024

  • Project Manager

    Jun 2018 - Mar 2022
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  Altia Smart City

  Jan 2025 - now

  Commercial Manager