Jose Gama

My objective is to provide an efficient service as a leader managing any type of campaign, providing more than 15 years of experience in people management and development. I have the skills and knowledge to exceed client expectations and needs. With more than 5 years as a leader in the BPO industry, I have participated in four successful ramp-ups. I am a self-motivated and efficient individual, able to cascade this to the people I work with to create a successful and fast-paced environment.

Porch Group Quality Assurance Manager January 2019 - Dec 2022

Responsibilities: 

● Manage the Quality Assurance department for six different lines of business with a total of 200+ FTEs. 

● Create from scratch a QA process for the call center process on sales and customer service. 

● In charge of creating standard operating procedures and all documents for the QA department. 

● Create and update all QA reports for all LOBs. 

● Data analysis, identification and correction, employee performance improvement, and change management. 

● Present MBR and QBR to the VP of the department. 

● Currently managing 6 direct employees, Quality Coaches, one on One performance and development.

Currently completing a degree in Psychology in ULA.