Gabriel Q.
QA & Training Management
Notable Highlight
Gabriel Alejandro G. Salazar is a Customer Success, Quality Assurance, and Training professional with 7+ years of experience in SaaS operations, customer experience, and BPO environments.
Experience Summary
Gabriel is a Customer Success, QA, and Training professional with 7+ years of experience in SaaS, BPO operations, and customer experience management. He specializes in quality frameworks, root-cause analysis, performance improvement, data-driven reporting, and cross-functional collaboration. He supported enterprise SaaS clients, improved customer adoption, managed escalations, and partnered with Product, Engineering, and Operations teams to resolve issues and enhance workflows. His achievements included improving QA scores from 48% to 85%, sustaining NPS above 90, driving KCS adoption, and delivering training programs that improved team performance. Gabriel combined strong analytical skills with expertise in Tableau, Excel, SQL, customer success operations, and process optimization.
Key Achievements
Gabriel improved QA performance from 48% to 85% within one quarter through targeted coaching, quality framework improvements, and performance interventions. He sustained NPS scores above 90 by implementing structured quality management and customer experience strategies. He developed data-driven QA dashboards using Excel and Tableau, led root-cause analysis initiatives that reduced recurring customer issues, and increased KCS adoption to 78% through knowledge management improvements. He supported enterprise SaaS customers by improving platform adoption, reducing escalations, and strengthening collaboration between customers, Product, Engineering, and Operations teams.
Skills
Work Experience
Customer Success & Operations Specialist
BT · Oklahoma, US · Remote · Mar 2024 – Present
- Serve as trusted partner for enterprise clients, overseeing SaaS platform adoption, operational workflows, and end-to-end customer success strategy.
- Proactively monitor customer KPIs and activity to identify adoption gaps and operational risks, coordinating resolution across Product, Engineering, Payments, and Support teams.
- Provide hands-on user guidance and process optimization, contributing to documentation and standardization initiatives that reduce customer friction and improve time-to-value.
- Drive cross-functional escalation management, ensuring SLA compliance and alignment between client expectations and internal execution.
Customer Support Engineer (SaaS)
P(LSAS) · Bogotá, Colombia · Jun 2022 – Jan 2024
- Supported enterprise clients on WFM and QM SaaS platforms, advising on evaluation framework configuration, scoring methodology setup, and workflow optimization—directly applicable to contact center quality operations at scale.
- Partnered with Engineering and QA teams to diagnose platform issues and translate quality findings into product fixes; served as voice-of-customer bridge between client operations and internal product roadmap, reducing issue recurrence and improving platform reliability for high-volume contact center environments.
- Developed and maintained knowledge base content, improving customer self-service adoption and reducing repeat ticket volume.
- Acted as escalation point for complex technical issues, ensuring rapid resolution and minimizing customer downtime.
Senior Quality Analyst / Customer Experience Associate
Sut. · Bogotá, Colombia · Apr 2019 – Jun 2022
- Built and maintained quality dashboards tracking NPS, CSAT, FCR, and escalation rates using Excel and Tableau; applied data segmentation and trend analysis to surface top dissatisfaction drivers and deliver monthly recommendations that improved prioritized KPIs by 15–20%.
- Led quality governance for 90+ representatives, designing statistically sampled evaluation frameworks and calibration protocols that achieved inter-rater agreement above 0.75 (Cohen's kappa); drove QA scores from 48% to 85% within one quarter through targeted coaching and scoring methodology improvements.
- Conducted root-cause analysis on high-severity complaint clusters using structured sampling and qualitative review; designed and piloted remediation workflows (including A/B-tested coaching interventions) that reduced repeat incidents and measurably improved FCR and CSAT outcomes.
- Drove KCS adoption to 78% during rollout, building self-serve knowledge resources that reduced repeat ticket volume, cut manual escalation handling, and contributed to measurable improvements in FCR across managed accounts.
- Sustained NPS over 90 across managed LOB through structured coaching, targeted QA calibrations, and proactive performance management.
- Designed and facilitated performance coaching sessions for underperforming agents, achieving measurable improvement in FCR, CSAT, and QA metrics.
Training Coordinator / Learning Specialist
CP3·S · Bogotá, Colombia · Mar 2015 – Apr 2019
- Designed and delivered onboarding and continuous training programs focused on performance recovery, skill development, and CX alignment for 200+ agents.
- Partnered with QA and Operations to align training content with KPIs (FCR, QA, CSAT, agent readiness), improving retention rates and operational stability.
- Supported leadership with training impact analysis and reporting, enabling data-driven decisions on curriculum adjustments and staffing readiness.
- Monitored individual and team results to identify behavioral root causes and design targeted intervention plans.
Technical Support Analyst
Con. · Bogotá, Colombia · Feb 2018 – Jan 2019
- Delivered technical support for enterprise clients, maintaining high quality standards and contributing to team KPI targets.
- Identified recurring technical issues and escalated patterns to QA and Engineering for systemic resolution.