Daniela Paz

I help BPO operations run better by building training programs that actually stick and QA frameworks that drive real improvement.

Over 6 years across Teleperformance, Hire Horatio, and Acquire BPO, I've led training and quality initiatives that reduced agent error rates, accelerated onboarding, and improved CSAT scores working with teams of 10–25 agents across multi-client environments.

What I do well:

▸ Design and deliver New Hire, Refresher & Upskilling programs

▸ Build QA scorecards, calibration sessions, and reporting structures from the ground up

▸ Use data and root-cause analysis to turn performance gaps into coaching actions

▸ Create SOPs, playbooks, and training materials that agents actually use

▸ Align L&D and QA efforts with client expectations and operational KPIs

I'm bilingual (Spanish / English), detail-oriented, and experienced working in fast-paced, client-facing BPO environments. Currently open to remote Training Manager, QA Manager, or L&D Specialist roles.