Bilingual Contact Center Quality Assurance Professional with expertise in managing Quality assurance Analysts and overseeing the quality program that monitors call center associates' interactions with customers via phone, chat, text, and email. Handling escalated issues and providing coaching and development to team members. Responsible for also managing the speech analytics tool used throughout the contact center with building categories and moments, removing inefficiencies from the platform, and tracking agent performance during customer engagement. Track record of improving quality for call center agents and the customer's experience by being efficient, accurate, and a team player.