JOCELYN V. LOPEZ

Results-driven Team Leader with proven experience in guiding, coaching, and motivating teams to achieve performance goals. Skilled in workflow management, conflict resolution, and fostering collaboration to ensure efficiency, quality, and continuous improvement of the business.

• Over 2 years, I worked as a supervisor handling 8 Quality Assurance Specialists. We make sure that the service we provide meets high standard. We work with the other department to improve processes and prevent problems, ultimately making sure that the company consistently delivers excellent quality to the customers.

Detail-oriented Quality Assurance Representative with experience in monitoring, evaluating, and improving service performance. Skilled in RCA, identifying process gaps, providing actionable feedback, and ensuring compliance with company standards and client expectations to drive accuracy, efficiency, and overall quality.

Detail-oriented Content Moderator with proven experience in reviewing, analyzing, and enforcing community guidelines to maintain a safe and high-quality user experience. Skilled in identifying policy violations, making sound decisions under pressure, and ensuring accuracy and compliance with platform standards.

Focused Verification Agent with experience in reviewing and validating calls of voice agents to ensure accuracy, compliance, and quality standards. Skilled in call auditing, documentation, and providing feedback to support performance improvement and customer satisfaction.