Liezl B.
Mid-Level Quality Assurance Specialist
Open to offersNew to PlatformAbout
Liezl B. is an experienced QA Specialist and Project Manager with a proven track record in healthcare, software, and BPO industries. At The Wound Pros (California), Liezl oversees quality assurance processes by auditing over 250+ administrative assistant calls weekly, enforcing strict adherence to scripts and protocols, and preparing comprehensive reports for leadership. Previously, at V2 Software Pty Ltd (Australia), she managed operational activities, including quality assurance and process improvement, led compliance initiatives, and handled company-wide budgets and KPIs. At Four13 Group LLC (Minnesota), she served as Project Manager, BPO Team Lead, and QA Analyst, leading software projects from initiation to delivery, developing user stories, managing training, and maintaining performance standards. Her toolkit includes Agile methodologies, ZOHO, JIRA, and Microsoft 0365, supporting delivery of high-standard services and solutions.
Experience
QA Specialist
The Wound Pros · 2023 — PresentEvaluate more than 250 calls weekly for five Administrative Assistants, ensuring compliance with quality guidelines. Assess the use of Wound Pros scripts, flyers, and protocols during introductory calls. Conduct at least 50 call audits daily, maintaining accuracy. Prepare weekly and monthly performance reports to identify areas for improvement. Provide coaching and actionable feedback to enhance call handling and customer service. Monitor performance metrics and QA benchmarks to uphold service excellence. Compile and submit QA reports for bi-weekly leadership reviews. Utilize word processing, email, spreadsheets, and presentation software to document insights.Operations Manager
V2 Software Pty Ltd · 2022 — 2023Supervise operational activities across all organizational levels. Manage hiring, training of employees, and oversee quality assurance programs prior to client delivery. Ensure efficient execution of operations in a cost-effective manner. Enhance operational management systems, processes, and best practices for compliance. Monitor ZOHO desk tickets, ensuring all client inquiries are acknowledged and addressed. Develop strategic and operational objectives, analyze financial data to boost profitability. Manage budgets, forecasts, and perform quality controls while monitoring production KPIs. Oversee recruitment, training, and supervision of staff to improve customer service quality.Project Manager/BPO Team Lead/QA Analyst
Four13 Group LLC · 2018 — 2022As Project Manager, ensure timely project delivery within scope and budget. Lead project initiation, planning, and execution while developing detailed monitoring plans. Utilize project management tools to measure performance and report issues to management. Create user stories and requirements in collaboration with the software development team. Maintain comprehensive project documentation and track milestones. Serve as a liaison for communication about changes and milestones. Oversee testing and troubleshooting of products throughout their development stages. Deliver software products to clients and conduct performance checks. In the role of BPO Team Lead, manage training for new VA recruits, providing mentorship and guidance. EnsureProject Manager
Chainbytes LLC · 2020 — 2020Ensure team understanding and adherence to SCRUM methodologies, conducting weekly Sprint Planning and Daily Stand-up meetings. Review the ticket board, providing follow-ups for pending issues. Set client expectations regarding issue resolution and feature implementation while staying informed on updates in the blockchain and crypto sectors.
Skills & Expertise
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