Daniela Paz

DANIELA C. PAZ FLORENTINO PROFESSIONAL SUMMARY CORE SKILLS QA Frameworks & Scorecards Training Design & Facilitation KPI Reporting & Data Analysis Root Cause Analysis Coaching & Performance Management SOP & Playbook Development Calibration Sessions LMS Platforms Six Sigma Fundamentals Business Intelligence Microsoft Office (Certified) Training & Quality Assurance professional with 6+ years of experience in BPO environments, specializing in building QA frameworks, developing high-impact training programs, and driving measurable improvements in agent performance and service quality. Proven track record of reducing error rates, accelerating agent readiness, and aligning L&D initiatives with operational goals. Bilingual (Spanish / English), data-driven, and experienced managing teams of 10–25 agents across multi-client environments. WORK EXPERIENCE TRAINING AND QUALITY MANAGER Acquire BPO | 2025 - Actual Improved agent readiness rates by 20% by designing structured New Hire, Refresher, and Upskilling programs for 5–15 agents, reducing average time-to-proficiency before OJT clearance. Reduced QA scoring inconsistencies by 30% by building a comprehensive QA framework including scorecards, calibration sessions, and quality standards, resulting in fairer, consistent performance evaluations. Increased coaching effectiveness across 10–25 agents by conducting weekly data analysis on performance trends, driving measurable uplift in CSAT and first-call resolution scores. Reduced repeat errors by 25% by leading root-cause analysis cycles and deploying targeted refresher programs addressing the top 3 recurring failure points per quarter. Achieved 85%+ post-training assessment scores by facilitating structured knowledge checks and post-training evaluations before production clearance. QUALITY ASSURANCE LEAD Hire Horatio | 2023 - 2025 LANGUAJES Spanish : Native English : Professional Proficiency (spoken & written) Improved team quality scores by 15–20% by designing and implementing a data-driven QA monitoring system across agents, enabling targeted performance interventions. Increased agent productivity by 18% by leveraging QA analytics to influence work habits and streamline operational processes, reducing average handle time without sacrificing quality. Accelerated career development by leading structured coaching and knowledge-sharing sessions, resulting in 3+ agents advancing into higher-responsibility roles within 12 months. Delivered calibration sessions and quality reporting structures that standardized evaluations across multi-client accounts, reducing subjective scoring variance. TRAINER Hire Horatio | 2021 - 2023 Successfully onboarded multiple new clients by redesigning training agendas and developing engaging materials, reducing onboarding cycle time by approximately 1–2 weeks per cohort. Maintained 90%+ training completion and engagement rates across agents through hybrid in-person and online sessions tailored to varied learning styles. Improved long-term knowledge retention by ~20% by implementing structured OJT support programs and refresher cycles, reducing post-training error rates in the first 90 days. TEAM LEAD Teleperformance | 2020 - 2021 Drove 15% improvement in team KPI attainment by leading a team of 15 agents through daily performance tracking, operational reviews, and targeted coaching sessions. Designed and delivered performance improvement training programs, resulting in 2–3 agents advancing to senior roles within the year. Improved team efficiency by 10% by streamlining workflows through data analytics review and process redesign, reducing redundant steps in customer handling procedures. DANIELA C. PAZ FLORENTINO MARKETING EDUCATION BACHELOR DEGREE OF MARKETING Pontificia Universidad Católica Madre y Maestra (PUCMM) | 2016 - 2020 GPA 3.0 COURSES AI for Business TALENTO DIGITAL | 2026 INTRODUCTION TO BUSINESS COACHING INFOTEP | 2024 INTRODUCTION TO SIXSIGMA INFOTEP | 2024 COMMUNITY MANAGEMENT & DIGITAL STRATEGIES UNIBE | 2021 THE BUSINESS INTELLIGENCE ANALYST COURSE UDEMY | 2020 - 2021 MICROSOFT OFFICE SPECIALIST CERTIFICATION Don Bosco | 2014 - 2016