Experience

• 

  Teleperformance

  Sept 2007 - now

  Internal Auditor – Recruitment, Training and Development and Quality Assurance internal Standards- Ensure full independence, respecting, following and giving empowerment to company’s values.- Examines & interprets a wide of variety of data/information and report data;- Implement company-wide management-approved strategies;- Take an active role in the development of the departments' strategic and plans as required by department leadership;- Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions);- Ensure all processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GECSP - Global Essential Compliance, Information Security Policies, HR, etc;- Communicate to leadership any known infractions of these Corporate Policies and procedures immediately;- Preparing Audits as assigned- Perform Audits , identifying processes, situations, etc., where organization is meeting requirements, as well as identify opportunities for improvement;- Present audit reports to top management- Assist operations/departments in development of audit plans;- Verification of corrective actions;- Identify best practices that leverage KPIs- Consulting to programs with the objective of leveraging results. - Act as an advisor on global processes; -Understanding the established company policies, procedures and identification of process improvement opportunities Show less - Lead the processes of continuous improvement, proposing improvement and innovations methods across the department and the company - Identify potential risks and opportunities of improvement;- Identify risks in the projects and suggest ways of internal control to mitigate the associated risks;- Identify potential fraud and security related issues: short calls, authentication, tools, sales, referrals;- Identify training needs;- Reporting of nonconforming situations;- Participation in calibrations sessions;- Interaction with other departments in order to improve and or maximize results;- Reporting and Business Analysis Learning curve, KPIs correlation, Top Call Drivers, update trends and outliers- Develop Transaction Monitoring Forms, ensuring 3 dimensions: End user/Customer Requirements; Client/Business Requirements and Legal Requirements;- Identify quality needs within the project and/or the company through job analysis, appraisal schemes and regular consultation with business line managers;- Propose new plans in order to improve the Agent’s Performance; Show less

  • Internal Standards Auditor

    Mar 2013 - now

  • Quality Assurance

    Jun 2009 - Mar 2013

  • Customer Service Representative

    Sept 2007 - Jun 2009