Lais Paulino Lopes
Senoia
Summary
Dynamic Junior Quality Assurance Analyst from CIMED, adept in data analysis and fostering teamwork. Excelled in enhancing QA processes, compliance, and customer service standards. Proven track record in mentoring, with fluency in Portuguese, English, and Spanish, significantly boosting team efficiency and cross-functional collaboration.
Overview
3
3
years of professional experience
Work History
Junior Quality Assurance Analyst
CIMED
01.2015 - 01.2018
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
- Assist in implementing processes and best practices for the production of training and documentation, ensuring consistency and standardization across the organization.
- Oversee the quality of customer service interactions, analyzing phone calls, chats, emails, and other communication channels to ensure that service standards are followed correctly.
- Track and analyze performance indicators of the customer service team, such as response time, first-contact resolution, customer satisfaction (NPS), and others, identifying opportunities for service improvement.
- Track and ensure that customer complaints and suggestions are addressed appropriately and within specified timelines, identifying patterns that could suggest internal process improvements.
- Identify trends and patterns in SAC interactions that may affect service quality and recommend corrective and preventive actions.
Education
Associate of Applied Science - Business Administration
Beulah Heights University
Atlanta05-2025
Bachelor of Science - Pharmacy
Pontificia Universidade Catolica De Campinas
Brazil01-2015
Skills
- Group presentations
- Customer service
- Teamwork and collaboration
- Attention to detail
- Reliability
- Data analysis
- Mentoring and training
- Proactivity in seeking solutions and continuous improvements
- Ability to work effectively in teams and collaborate with different areas of the organization
- Microsoft Office
- Trilingual - Portuguese, English and Spanish
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Junior Quality Assurance Analyst
CIMED
01.2015 - 01.2018
Associate of Applied Science - Business Administration
Beulah Heights University
Bachelor of Science - Pharmacy
Pontificia Universidade Catolica De Campinas
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