Marco Rico

Results-driven Quality and Process Improvement Manager with over eight years of experience in the BPO and outsourcing industry. Proven expertise in Quality Assurance, Service Delivery, and Operational Excellence, with a strong ability to lead Continuous Improvement initiatives across diverse accounts and regions. Skilled in Root Cause Analysis, Performance Management, and Client Interaction, with hands-on experience in managing quality frameworks, SLA compliance, and process audits. Certified in Lean Six Sigma (Yellow Belt) and ITIL V4 Foundation, with a track record of using data-driven insights to optimize service quality and operational efficiency. Known for strong analytical thinking, attention to detail, and cross-functional collaboration.