Denis Funez

Quality Analyst (Main Position) - Espanish

Sep 2023 - Jan 2026 • 2 yrs 4 mos

Quality Analyst with prior customer service experience, responsible for interaction audits, coaching, and reporting to drive continuous campaign improvement. Key responsibilities Conduct interaction audits and assess process compliance. Provide real-time support and one-on-one coaching to agents. Prepare reports for team leads and management. Operational support during peaks: handle calls and administrative tasks. Manage and update Excel trackers; perform specific fraud audits. Metrics and scope Audits: ~40–60 interactions weekly depending on workload. Audited metrics: AHT; transfers; RAP (negative/repeated responses); concessions. Notable achievements Trained and supported the onboarding of 6–9 new quality analysts after securing my position. Updated and optimized Excel trackers, reducing reporting time and improving follow-up. Designed and ran reinforcement workshops with operations and RTA to improve the concessions metric. Responsible for fraud audits due to the accuracy and detail of my evaluations. Tools: Excel, Word, Outlook.

Trainer (Temporary position due to high demand)

Oct 2025 - Dec 2025 • 2 mos

Temporary coverage as Trainer during peak season; responsible for comprehensive training and initial evaluation of new agents, designing induction materials and coordinating with operations and administrative areas. I assumed operational leadership during training waves, organizing practical sessions and reinforcement workshops, supervising progress, attendance control, and program compliance. I led two waves: up to ~50 trainees in the first (shared operational leadership) and 17 agents in the second, delivering performance reports and post‑training follow‑up to ensure proper integration into the service. Tools: Excel, Word, Outlook.

Senior Quality Analyst (Temporary position due to high demand)

Nov 2024 - Apr 2025 • 5 mos

Temporary coverage as Senior QA during peak season; I led the team’s operational supervision and the execution of action plans for continuous improvement. I prepared administrative reports and analyses used by management, maintained regular coaching with agents, and was responsible for feedback to analysts during their probationary period. I also designed and implemented corrective action plans, coordinated performance follow‑up, and performed quality audits to a lesser extent. I trained and supported approximately 12–15 new analysts, accelerating their onboarding and ensuring process compliance. Tools: Excel, Word, Outlook.