Noelia Casalderrey-Carballal
Fermoy,Ireland
Summary
Experienced Quality Assurance Analyst focused on compliance and customer experience. Uses strong problem-solving and communication to diagnose issues and implement corrective actions. Tracks defects, collaborates across teams, and supports continuous improvement through accurate documentation.
Overview
4
4
Languages
11
11
years of post-secondary education
13
13
years of professional experience
Work history
Quality assurance analyst
Marriott International
Cork, Ireland
2021.09 - 2026.09
- Conducted quality assurance evaluations of customer interactions, including phone calls and emails, between associates and customers in both English and Spanish.
- Assessed interactions against established quality standards, procedures, and customer service criteria to ensure consistency and compliance.
- Accurately documented evaluation results, including evaluation reference numbers, interaction dates, and evaluation dates, maintaining detailed and organized records.
- Reviewed and evaluated customer interactions in preparation for calibration meetings and quality discussions, ensuring assessments were accurate and well-supported.
- Participated in calibration sessions to promote consistency and alignment in quality evaluation standards.
- Transitioned into the refinement of AI-driven quality evaluations, contributing to the review and improvement of automated evaluation processes.
- Supported the development and refinement of AI-assisted evaluation criteria, helping ensure automated assessments aligned with established quality standards.
- Identified opportunities for improvement in customer interactions and evaluation processes, contributing to service quality and continuous improvement initiatives.
- Participated in assigned projects and required business initiatives, collaborating with relevant teams to support organizational objectives.
- Demonstrated strong attention to detail, analytical skills, and bilingual communication abilities while handling quality evaluations and process-related responsibilities.
Coordinator channel operations and support
Marriott International
Cork, Ireland
2019.04 - 2021.09
- Loaded Marriott International data through third-party systems daily for accuracy checks.
- Checked third-party selections to prevent revenue loss from misselling.
- Researched market and operational inputs to support decision-making processes.
Application support analyst
Marriott International
Cork, Ireland
2018.03 - 2019.04
- Assisted property staff with application malfunctions during daily operations.
- Loaded new property and rates into Marriott systems accurately.
- Maintained detailed records of application errors with clear documentation.
Guest Loyalty Representative
Marriott International
Cork, Ireland
2017.05 - 2018.03
- Generated new business opportunities for company growth.
- Established professional relationships to foster client retention.
- Promoted product knowledge, enhanced sales performance.
Reservations agent
Marriott International
Cork, Ireland
2016.06 - 2017.05
- Streamlined the reservations process.
- Coordinated effectively with team members, resulting in improved performance.
- Interacted professionally with clients to build rapport and trust.
Au Pair
Private household
Carrigtwohill, Ireland
2014.10 - 2016.06
- Planned recreational activities to cultivate physical fitness.
- Encouraged social interaction with age-appropriate activities.
- Enhanced language skills for children's educational development.
Journalist intern
Europa Press
Santiago de Compostela, Spain
2014.04 - 2014.08
- Produced engaging content to increase readership.
- Adhered to strict deadlines whilst delivering high-quality work.
- Maintained contact database of sources and interviewees for future reference.
- Attended press conferences, remaining informed on relevant issues.
Journalist
Vavel.com
Santiago de Compostela, Spain
2013.06 - 2014.07
- Produced engaging multimedia content for increased online traffic.
- Enhanced public knowledge by covering local and national events.
- Incorporated SEO strategies into digital content creation, optimised web visibility.
- Travelled extensively for on-the-ground reporting of major events.
- Fostered relationships with sources for access to exclusive information.
Education
Course - Social media marketing
Northwestern University
Online 2015.10 - 2016.02
Honours Bachelor's Degree - Journalism
Universidade de Santiago de Compostela
Santiago de Compostela, Spain 2010.09 - 2014.06
Leaving Certificate - Secondary School
Instituto de Educación Secundaria de Poio
Poio, Spain 2004.09 - 2010.06
NFQ Level 6 - Quality Assurance
Munster Technological University
Cork, Ireland 2023.09 - 2024.06
Skills
Quality Assurance
Microsoft office skills
Social media engagement competency
Telephone manners
Client-Focused approach
Content marketing insightfulness
Problem-solving
Communication skills
DMAIC improvement methodology
Six Sigma
Strong writing skills
Excellent communication skills
Teamwork efficiency
Critical thinking and problem solving
Flexibility and resilience
Languages
English
Fluent
Spanish
Native
Galician
Native
Portuguese
Elementary
Timeline
NFQ Level 6 - Quality Assurance
Munster Technological University
2023.09 - 2024.06
Quality assurance analyst
Marriott International
2021.09 - 2026.09
Coordinator channel operations and support
Marriott International
2019.04 - 2021.09
Application support analyst
Marriott International
2018.03 - 2019.04
Guest Loyalty Representative
Marriott International
2017.05 - 2018.03
Reservations agent
Marriott International
2016.06 - 2017.05
Course - Social media marketing
Northwestern University
2015.10 - 2016.02
Au Pair
Private household
2014.10 - 2016.06
Journalist intern
Europa Press
2014.04 - 2014.08
Journalist
Vavel.com
2013.06 - 2014.07
Honours Bachelor's Degree - Journalism
Universidade de Santiago de Compostela
2010.09 - 2014.06
Leaving Certificate - Secondary School
Instituto de Educación Secundaria de Poio
2004.09 - 2010.06