Overview
Work History
Education
Skills
Languages
Timeline
Generic

Kimberly Escobar Rocha

San José

Overview

6
6
years of professional experience

Work History

Quality Specialist II

Uber Technologies
10.2022 - Current
  • Collaborate seamlessly with diverse stakeholders to deeply comprehend their needs and expectations, strategizing innovative solutions that streamlined Line of Business (LOB) processes effectively
  • Analyze key performance indicators (KPIs) to not only develop proactive strategies for optimizing metrics but also to avert performance drops, ensuring consistent growth
  • Leverage data-driven insights to pinpoint pain points in Business Process Outsourcing (BPO) quality, translating findings into actionable recommendations to elevate quality performance through targeted improvements.

Quality Manager

Concentrix
08.2020 - 10.2022
  • Managed Transaction Quality and Client related Key Performance Indicators (KPIs)
  • Evaluated levels of process, staff effectiveness and orchestrated collaborative improvement action plans with Business Stakeholders
  • Championed and oversaw dynamic QA team, ensuring flawless execution of all quality-related initiatives.

Product Trainer

Concentrix
05.2020 - 08.2020
  • Supervised day-to-day functional direction of agents within the program training classroom, including continuous student progress monitoring throughout training
  • Crafted and delivered training materials using classroom learning, hands-on demonstrations, and interactive activities
  • Collaborated closely with Operations to facilitate seamless agent transitions from training to production environment, ensuring optimal performance standards.

Quality Assurance Analyst

Concentrix
03.2018 - 03.2020
  • Performed interaction evaluations to ensure quality standards required from the client
  • (Vendor Site)
  • Delivered coaching sessions focused on performance improvement for agents not reaching the Key Performance Indicators (KPIs).

Education

Agile-Scrum Project Management

Universidad De Costa Rica
San Jose
12.2023

International Relations -

Universidad Internacional De Las Americas (UIA)
San Jose
10.2023

Skills

  • Data-Driven Mentality
  • Project Management
  • Communication
  • Problem Solving

Languages

Spanish
Native language
English
Advanced
C1

Timeline

Quality Specialist II

Uber Technologies
10.2022 - Current

Quality Manager

Concentrix
08.2020 - 10.2022

Product Trainer

Concentrix
05.2020 - 08.2020

Quality Assurance Analyst

Concentrix
03.2018 - 03.2020

Agile-Scrum Project Management

Universidad De Costa Rica

International Relations -

Universidad Internacional De Las Americas (UIA)

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Kimberly Escobar Rocha