Laura Natalia J.

Professional profile Quality Analyst with experience in supervising and monitoring customer interactions across multiple channels. Specialized in continuous process improvement and service quality management. Skilled in evaluating agent performance, providing constructive feedback, and proposing improvements based on key performance indicators. Expert in identifying opportunities for improvement and developing effective action plans to optimize service quality. Lead process calibrations to ensure consistent evaluation of the customer experience, collaborating with cross-functional teams and ensuring compliance with KPIs and quality standards. Committed to ongoing learning, I conduct quality analyses, generate reports, and implement action plans to enhance customer satisfaction and streamline operations.