Manager Quality Assurance
Resume:
Jorge Eid Abouid Bandy
Date of Birth: October *th, 1981.
Telephone: 832-***-****
Cell Phone: 713-***-****
Email: *******@*****.***
Academic Formation
**** - **** ******* ************* **mpedrana Bilingual School
1996 - 2000 Academia Americana Bilingual School
2000 - Received my High School degree from Academia Americana Bilingual School
2002 - 2004 Undergraduate in Information Technology at Universidad Catholica de Honduras
2004 - 2005 Undergraduate in Information Technology at University of Phoenix
Objective
I am currently looking for a full time position in an environment that offers a greater challenge, increased benefits for my family, and the opportunity to help the company advance efficiently and productively.
Prior Jobs
2004 – 2006 Kabcom
Product manager Mcafee Antivirus
Guide my team within a product line contribution.
Close communication with marketing team to define the go-to-market strategy, product positioning, key benefits, and target customer.
Responsible for providing the sales team with the necessary technical expertise and enable them to sell the product.
Liaise with the advertising agency regarding the product campaign including journal advertising, direct mail and conferences.
Perform product demos to customers.
Set pricing to meet revenue and profitability goals.
2007 – 2011 Eventos S.A.
Administrative Manager
Main Job Tasks and Responsibilities
Researching markets to identify opportunities for events.
Coordinating suppliers, handling client queries and troubleshooting on the day of the event to ensure that all runs smoothly.
Overseeing the dismantling and removal of the event and clearing the venue efficiently.
Coordinating venue management, caterers, stand designers, contractors and equipment hire.
Post-event evaluation (including data entry and analysis) and producing reports.
January 2012 – August 2014
Zero Variance
Team Leader / Supervisor
Main Job Tasks and Responsibilities
Manage a team of 30-50 agents per shift.
Manage by walking around the operation floor, being visible to answer questions.
Motivate and encourage agents through positive communication and feedback.
Monthly send headcount report of analysts and floor occupancy per shift.
Communicate new product information and calls requirement to be verified.
Perform monitoring evaluation of the calls scored from the agents.
Create and maintain files on each agent, related to attendance and production.
Schedule production hours and ensure the number of hours required to meet operational objectives.
Create calibration sessions with site and client to ensure updated scoring directives.
Hold coaching sessions for analysts who are underperforming.
August 2014 – Present
Alorica
Quality Assurance Manager
Responsible for ensuring a product or service meets the established standards of quality including reliability, usability and performance. Manage a team of approximately 20 to 30 Quality Assurance analysts.
Main Job Tasks and Responsibilities
Evaluate adequacy of quality assurance standards
Devise sampling procedures and directions for recording and reporting quality data
Document internal audits and other quality assurance activities
Collect and compile statistical quality data
Analyze data to identify areas for improvement in the quality system
Develop, recommend and monitor corrective and preventive actions
Prepare reports to communicate outcomes of quality activities
Identify training needs and organize training interventions to meet quality standards
Coordinate and support on-site audits conducted by external providers
Evaluate audit findings and implement appropriate corrective actions
Assure ongoing compliance with quality and industry regulatory requirements
References
Maria Cristina Castro Yanez
Human resources Manager at Alorica Honduras
Contact number (504-****-****/ (504-****-****
Nanjappa Keletira
Account executive at Zero Variance Honduras
Contact number: (504-****-****
Courses Taken
LEADERSHIP TRAINING FOR MANAGERS course at Dale Carnegie.
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