Carol Andrea Caicedo Email and Phone Number
As a NICE VRS Quality Analytics Software Specialist, I leverage my expertise in Quality and Analytics to guide large and small businesses through best practices and recommendations for NICE Quality and Analytic Applications. I facilitate design sessions, lead weekly consulting events, and collaborate with VRS Consultants to troubleshoot and optimize deployments. My role includes configuring, testing, and documenting application usage, delivering strategic business impact presentations, and maintaining strong customer relationships. I ensure successful large-scale Value Realization Services (VRS) engagements, support Account Executives in identifying solution opportunities, and perform necessary administrative tasks. Through collaboration with NICE team members, I strive to provide an excellent client experience and develop process improvements.
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Vrs Qc And Nia Application ConsultantNiceBogotá, Bogota, Co -
Quality Analytics Software Specialist (Nice Vrs)Sutherland Jun 2024 - PresentBogota, D.C., Capital District, ColombiaBuild software and guide enterprise clients using NICE Quality Central and Nexidia Analytics Applications, lead consulting sessions, optimize deployments, and maintain strong customer relationships. I configure and test applications, deliver strategic presentations, and support large-scale engagements. My role involves collaborating with team members to enhance processes and identify new solution opportunities. -
Quality Assurance SupervisorOptum Sep 2023 - May 2024Bogotá, Distrito Capital, ColombiaResponsible for guiding, coaching and overseeing the QA team to ensure adherence to standards while supervising analysts for high-quality deliverables. Collaborate with senior management on strategic QA plans, lead and mentor the team to foster innovation and continuous improvement. Allocate resources effectively for timely auditing within timelines, define KPIs and metrics, and serve as the primary contact for QA inquiries, ensuring alignment with quality objectives. -
Quality Assurance AnalystOptum Feb 2021 - Sep 2023Bogotá, Distrito Capital, ColombiaResponsible for monitoring and analyzing Customer Service interactions, reporting to management, and proposing strategies for improvement. Deliver metric reports on Internal and External Quality Scores, lead calibrations with US Clients for various LOBs, and evaluate NPS/UES Advocate Score disputes for CSR service quality.
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Quality Assurance AnalystAtento Mar 2019 - Feb 2021Bogotá, Distrito Capital, ColombiaResponsible for monitoring and coaching Customer Service representatives to enhance specific metrics. Develop action plans for representatives needing improvement, utilizing Coaching Plans and Sessions from the Performance Management method. Report results and strategies to operations and QA management, and design new strategies as needed to meet goals. -
SupervisorAtento May 2018 - Mar 2019Bogotá, Distrito Capital, ColombiaMonitor, motivate, train and support customer service representatives in all the product knowledge required for the job. Develop action plans in order to increase the results of particular KPI’s in order to achieve CSAT goals. Handle complaints, escalations and support customers.
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Bilingual Customer Service RepresentativeConcentrix Apr 2016 - Jan 2017Bogotá, Distrito Capital, ColombiaProvide customer service to the customers as the main point of contact for their questions. Handle customer’s requests, complaints and support them by walking them through the process theyneed. -
Bilingual Customer Service RepresentativeTeleperformance May 2015 - Jan 2016Bogotá, Distrito Capital, ColombiaProvide customer service to the customers as the main point of contact for their questions. Handle customer’s requests, complaints and support them by walking them through the process theyneed.
Carol Andrea Caicedo Education Details
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Engineering -
Instituto De Estudios Técnicos AeronáuticosAirframe Mechanics And Aircraft Maintenance Technology/Technician -
Educación ColombojaponesaJapanese Language And Literature
Frequently Asked Questions about Carol Andrea Caicedo
What company does Carol Andrea Caicedo work for?
Carol Andrea Caicedo works for Nice
What is Carol Andrea Caicedo's role at the current company?
Carol Andrea Caicedo's current role is VRS QC and NIA Application Consultant.
What schools did Carol Andrea Caicedo attend?
Carol Andrea Caicedo attended Universidad Distrital Francisco José De Caldas, Instituto De Estudios Técnicos Aeronáuticos, Educación Colombojaponesa.
Who are Carol Andrea Caicedo's colleagues?
Carol Andrea Caicedo's colleagues are Melani Chavez, Prashant Darade, Annette O., Rodrigo Vieira Azevedo, Kevin Ombrog, Prasad Bishwakarma, Gerald Rodillo.
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