Marco E.
Senior Quality Assurance Manager
Open to offersNew to PlatformAbout
Marco E. is a seasoned operations and quality leader with over 8 years of experience in designing measurement systems that drive behavioral change. His expertise lies in developing SOP frameworks, KPI dashboards, and continuous improvement pipelines across hospitality, outsourcing, and tech-enabled services. Currently, Marco leads quality assurance for a Fortune 500 global company, where he conducts root cause analyses and coaches teams to enhance performance. In his role as a Quality Support Auditor at Accenture, he executes quality audits, leads career development initiatives, and collaborates on closing knowledge and skill gaps. Previously, as Process Improvement Manager at RTC Outsourcing, Marco optimized efficiency and profitability through procedural design and metric integration. At Smile Dental Services, he improved service standards and compliance significantly. Holding a B.A. in Political Science from the University of Costa Rica, Marco is also PMI-trained and noted for his commitment to transforming operational chaos into repeatable excellence.
Experience
Quality Support Auditor (QSA)
Accenture · 2025 — PresentConduct quality assurance audits and performance reviews to ensure compliance with client and policy standards for international teams. Collaborate on career development initiatives, creating training curricula and mentorship structures for a workforce of over 500. Assess agent performance for accuracy, compliance, and consistency, offering feedback and coaching to enhance quality outcomes. Perform root cause analysis on recurring quality issues and suggest corrective and preventive actions. Track key quality KPIs and work with operations and training teams to address knowledge and skill gaps.Process Improvement Manager
RTC Outsourcing · 2023 — 2024Developed and implemented Standard Operating Procedures (SOPs) across various business units, including a private club, restaurant, and events to enhance efficiency and profitability. Managed initiatives for delivery management by integrating standardized operating procedures and performance metrics to guarantee timely execution and maintain quality consistency. Led stakeholder meetings aimed at establishing and executing new operational systems along with evaluation frameworks. Created performance metrics and tracking dashboards to bolster accountability across departments, while directing operations for private events and club management, thereby enhancing productivity and service standards. Additionally, introduced workflow automation measures, resulting in increased operational consistency.Account Manager
Smile Dental Services (SMIDENTS) · 2022 — 2023Oversaw B2B client accounts, managing insurance verification and customer service activities. Designed and implemented training and SOP frameworks to elevate quality and reduce turnaround time from the ground up. Coordinated resources across teams to achieve SLA compliance of 85% within 9 months, improving from an initial baseline of approximately 40%.Advisor & Investigation Specialist
Amazon · 2019 — 2022Evaluated complex compliance cases, requiring structured assessments in uncertain situations. Established and maintained quality management frameworks to standardize case evaluations and feedback processes. Collaborated with leadership to redefine advisor roles, improving efficiency across departments.Chief of Office & Advisor
Ministry of Labor and Social Security (Costa Rica) · 2014 — 2017Assisted in Vice-Ministerial operations to ensure the execution of policies across national directorates. Composed policy briefs and negotiation reports while facilitating complex labor dispute mediations. Represented the Ministry in collective labor commissions and participated in the national Occupational Health Council.Foreclosure Specialist
Bank of America · 2010 — 2011Served as the primary point of contact for legal representatives and clients, managing foreclosure case portfolios. Ensured compliance with documentation standards in both financial and legal contexts within a regulated banking framework.
Skills & Expertise
Education
- Bachelor of Arts in Political ScienceUNIVERSITY OF COSTA RICA
- Completed 4 years toward B.S. in PsychologyUNIVERSITY OF COSTA RICA
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