Mario Lopez

Quality Assessor in Webhelp with a background in lab based work. 

04 2023 – Present    Webhelp, Glasgow 

Quality Assessor 

Key responsibilities 

Performing quality monitoring and scoring of agent customer interactions whilst delivering feedback and effective 1-to-1 quality coaching to agents. 

Liaising directly with client on policy updates/changes and maintaining positive client-business relations 

Understanding progress to plan, measure and effectively conduct business improvements as well as conducting site calibration to ensure consistency across the business 

Supporting training initiatives and sampling academy members to ensure accreditation. 

Provide comprehensive reports to the operations team, along with detailed analysis, including opportunities for process improvement or skills and training requirements. 

Key achievements/projects 

Achieved and exceeded client appointed accuracy score of 95% moderating accuracy for first time in campaign since start of year 

11 2022 – 04 2023                Webhelp, Glasgow 

Content Moderator 

Key responsibilities 

Identifying breaches of policy set by the client and carrying out appropriate disciplinary action dependent on severity of policy breached.  

Justifying why policies have been breached in a case-by-case basis appeal system by writing out professional and clear rationale for Quality Assessors.  

Continuously adapting and keeping up to date with the client’s policy updates and liaising with Quality Assessors to provide feedback on updated and novel policies and suggest changes if required. 

09 2022 – 11 2022               The Forensic Institute, Glasgow 

Lab Scientist 

Key responsibilities 

Carrying out RT q-PCR techniques on COVID clinical samples for specific clients, Virkon preparation, RNA extraction using Thermo Fisher Kingfisher apparatus.  

Data analysis of final RT q-PCR procedure to determine test results and identify positive and negative samples. Additionally, recognizing if any are inconclusive and require a re-test and determining where along the procedure and error may have occurred. 

Working both in a small team and individually; Individual work involved ensuring the lab operated smoothly throughout the day, managing tasks and time effectively, and upholding professional and clear communication with clients. 

09 2021  – 06 2023               The University of Glasgow, Glasgow  

Lab Scientist 

Key responsibilities 

Carrying out RT q-PCR techniques on COVID clinical samples sent from all of UK, Virkon preparation, Hamilton hood operative, RNA extraction using Thermo Fisher Kingfisher apparatus.  

Ensuring the highest quality of work is performed for clients and any errors in production are identified and recorded accurately 

Working within a team under pressure whilst ensuring high quality of work is upheld 

12 2021  – 02 2023                        The University of Glasgow, Glasgow  

Head of Logistics and Communications of workstation 

Key responsibilities 

Ensuring work is running at an effective pace to maximize productivity and preventing manufacturing chokepoints 

Liaising with workstations further down the chain to inform them of the available workload capacity 

Managing own team morale and productivity to ensure workstation is running at most effective level 

Key achievements/projects 

Record number of samples processed within my first month of this role. Over 900 samples.  

03 2021 – 08 2021               S3 Science, Glasgow 

Animal Technician 

Key responsibilities 

Prioritizing animal welfare and ensuring the highest standard of welfare is provided whilst strictly adhering to Standard Operating Procedures. 

Regular health checks and identification of any health issues and assisting in the administration of appropriate treatment. 

Effective handling of animals including mice, rats, and birds and carrying out daily body weights. 

Setting up new breeders, plug checks, pregnancy checks, weanings, and accurate recordkeeping of new animals. 

Assisting with deliveries and transport of animals in and out of the facility. 

MSc Animal Welfare, Ethics, and Law – University of Glasgow – 2020 

BSc Zoology 2.2 – University of Glasgow – 2019