Carlo M.

ABOUT ME: I help businesses improve workflows, strengthen quality assurance, and automate repetitive tasks using Google Sheets, Google Apps Script, and practical performance reporting. With over 12 years of experience across Quality Assurance, Operations, Training, and Project Management, I bring both leadership experience and hands-on systems development to operational challenges. Here’s how I can support your team: • Workflow automation: Develop Google Sheets and Apps Script workflows for assignments, evaluations, feedback delivery, and reporting. • QA frameworks: Create evaluation criteria, audit processes, scorecards, and coaching workflows. • Performance reporting: Build dashboards and reports that make quality trends, workloads, and improvement priorities easier to understand. • Process improvement: Use root cause analysis and defect analysis to identify recurring issues and develop practical corrective actions. • Trust & Safety: Support content moderation quality, policy calibration, and alignment with publisher or client requirements. • Team development: Coach quality analysts and help Operations and Training teams turn findings into focused action plans. As Head of Quality, I currently lead content moderation quality assurance. My work includes developing audit workflows and consolidated reporting, building moderator and partner performance reports in Looker Studio, and creating capacity planning tools to support QA workload decisions. Previously, at TaskUs, I managed quality programs supporting campaigns across multiple geographies and 150–500 agents. I developed QA frameworks and training programs, coached quality analysts, and partnered with clients and Operations on policy updates, business reviews, and corrective actions. My earlier project management experience covered product development, production planning, procurement, logistics, and quality control for international markets. Tools: Google Sheets, Google Apps Script, Looker Studio, Tableau, Minitab, Microsoft Office, and Google Workspace. Professional training: Six Sigma Black Belt Trained. Tell me which workflow, reporting task, or quality challenge needs attention, and I can help define a practical approach and clear deliverables.