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I am an analytical and detail-oriented Customer Service Quality Analyst with 8+ years of experience in quality assurance, performance evaluation, KPI analysis, calibration sessions, and customer experience improvements in multinational environments. I have a proven ability to develop QA guidelines, deliver training, and drive service excellence through data analysis and cross-functional collaboration. I work well across functions and languages, supporting English, Spanish, and Italian-speaking customers to improve overall service quality. I am comfortable working in multilingual settings (English, Spanish, Italian) and collaborating with business owners to enhance service quality across teams.…I am an analytical and detail-oriented Customer Service Quality Analyst with 8+ years of experience in quality assurance, performance evaluation, KPI analysis, calibration sessions, and customer experience improvements in multinational environments. I have a proven ability to develop QA guidelines, deliver training, and drive service excellence through data analysis and cross-functional collaboration. I work well across functions and languages, supporting English, Spanish, and Italian-speaking customers to improve overall service quality. I am comfortable working in multilingual settings (English, Spanish, Italian) and collaborating with business owners to enhance service quality across teams.

Wilson Arrieta

QA Engineer, Data Analyst, Graphic Designer, +3

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I am an analytical and detail-oriented Customer Service Quality Analyst with 8+ years of experience in quality assurance, performance evaluation, KPI analysis, calibration sessions, and customer experience improvements in multinational environments. I have a proven ability to develop QA guidelines, deliver training, and drive service excellence through data analysis and cross-functional collaboration. I work well across functions and languages, supporting English, Spanish, and Italian-speaking customers to improve overall service quality. I am comfortable working in multilingual settings (English, Spanish, Italian) and collaborating with business owners to enhance service quality across teams.…I am an analytical and detail-oriented Customer Service Quality Analyst with 8+ years of experience in quality assurance, performance evaluation, KPI analysis, calibration sessions, and customer experience improvements in multinational environments. I have a proven ability to develop QA guidelines, deliver training, and drive service excellence through data analysis and cross-functional collaboration. I work well across functions and languages, supporting English, Spanish, and Italian-speaking customers to improve overall service quality. I am comfortable working in multilingual settings (English, Spanish, Italian) and collaborating with business owners to enhance service quality across teams.

Available to hire

I am an analytical and detail-oriented Customer Service Quality Analyst with 8+ years of experience in quality assurance, performance evaluation, KPI analysis, calibration sessions, and customer experience improvements in multinational environments. I have a proven ability to develop QA guidelines, deliver training, and drive service excellence through data analysis and cross-functional collaboration. I work well across functions and languages, supporting English, Spanish, and Italian-speaking customers to improve overall service quality.

I am comfortable working in multilingual settings (English, Spanish, Italian) and collaborating with business owners to enhance service quality across teams.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Spanish; Castilian

Advanced

Italian

Advanced

Work Experience

Graphic Designer at 4Smart

March 1, 2025 - Present

Graphic design work including brand-related design, packaging and personalization, social communication and web design performed with Adobe software.

Customer Service Quality Analyst at MoneyGram Polska - Warsaw

August 1, 2017 - February 28, 2025

Evaluation and reporting on the work of customer service representatives in accordance with company standards. Conducted calibration sessions with outsourced QA teams to drive consistency. Audited QA processes for consistency and compliance. Collaborated with business owners to enhance service quality. Analyzed KPI data to identify improvement opportunities. Developed and refined quality guidelines. Analyzed documentation and tickets (Salesforce, ServiceNow).

Customer Service Quality Analyst at MoneyGram Polska

August 1, 2017 - February 1, 2025

Evaluate and report on the work of customer service representatives in line with company standards. Conduct calibration sessions and training for new hires and outsourced QA teams. Audit QA processes to ensure consistency and compliance. Collaborate with business owners to enhance service quality. Analyze KPIs to identify improvement opportunities. Contribute to the development and refinement of quality guidelines. KPI tracking, training and coaching, customer experience improvement, calibration and feedback delivery, process optimization, cross-functional collaboration.

Customer Service Quality Analyst at Teleperformance Polska - Warsaw

March 1, 2016 - August 31, 2017

Evaluation and feedback on customer service representatives’ performance. Conducted calibration sessions with supervisors and team leaders. Delivered training sessions for new hires. Performed occasional language testing for Spanish-speaking candidates. Analyzed performance metrics.

Customer Service Quality Analyst at Teleperformance Polska

March 1, 2016 - August 1, 2017

Evaluate and provide feedback on customer service representatives’ performance. Conduct calibration sessions with supervisors and team leaders. Train new hires and facilitate language testing for Spanish-speaking candidates. Analyze performance metrics and implement process improvements.

Customer Service Representative at Teleperformance Polska - Warsaw

October 1, 2015 - March 31, 2016

Multilingual customer support (English, Spanish and Italian) via phone, email, and chat. Efficient resolution of customer issues while maintaining quality standards. Escalation of customer communications to proper lines of service when necessary.

Customer Service Representative at Teleperformance Polska

October 1, 2015 - March 1, 2016

Deliver multilingual customer support (English, Spanish, Italian) via phone, email, and chat. Resolve customer issues efficiently while maintaining service quality standards.

English and Spanish Language Teacher at Various Institutions

September 1, 2014 - June 1, 2015

Conduct group and individual English and Spanish language classes for children, teenagers and adults (B1–C1 levels).