Laura Valdez

At Teleperformance Hispaniola, I lead day-to-day program operations for a multi-agent QA team, coordinating technical operations, training, and leadership stakeholders to maintain quality and consistency. I design calibration sessions and performance reporting frameworks, track KPIs across service channels, and present findings to management. I also coach team members through structured feedback, manage escalations, and lead process-improvement projects using operational data. Previously, I monitored service interactions as a Quality Assurance Analyst, produced KPI reports for team leads and program managers, and supported cross-functional calibration sessions. My customer service experience strengthened my ability to troubleshoot concerns and respond with urgency. I'm completing a B.S. in Economics at UASD, where I have applied OLS regression in Gretl, built an economic activity index, and produced econometric analysis using Penn World Tables data. I'm bilingual in Spanish and English and ready to contribute in remote, EST-compatible environments.