Oscar Navarrete

Experience

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  Teleperformance México

  Jan 2015 - Jan 2015

  Continuous Improvement Coordinator

  • Supports supervisors and ACMs to improve their performance by training, auditing compliance, providing the proper feedback and tracking corrective actions.• Train staff on TOPS and BEST’s, Client´s specific requirements, supervisor´s activities, problem solving tools, corrective actions implementation, leadership development and coaching techniques. • Helps Quality Assurance teams with a clear, structured approach to implement and manage QA and Top Call Drivers in their subsidiary and to improve customers and client’s satisfaction.• Execute Internal Audits at the site, city or program level, as scheduled or required. • Support Corporate Audits during TOPS and BEST certification audits. Mostrar menos

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  Schneider Electric

  Jan 2016 - now

  Quality Assurance Analyst- Build the complete QA process from People Link.- Action plans to improve the survey scores.- Listen To Calls, validate chats and analyze Back Office Interactions to Gain Observations- Share survey results to management- Analyze survey results in order to improve the results.- Build excel files in order to facilitate analysis of survey results- Develop communication skills between advocates and our employees (Customers)- Ways to correlate survey results with our regular QA PROCESS Mostrar menos

  • RPA Developer

    Jul 2022 - now

  • Application analyst

    Jan 2020 - Jul 2022

  • Quality Assurance Analyst

    Jan 2016 - Oct 2021