Karla Henriquez
About Karla Henriquez
Karla Henriquez is a Quality Assurance Manager at Asurion with extensive experience in call center and customer service operations.
Title
Karla Henriquez currently serves as the Quality Assurance Manager at Asurion, a role she has held since 2018.
Current Role at Asurion
As the Quality Assurance Manager at Asurion, Karla Henriquez is responsible for understanding and complying with the operational contractual requirements of Asurion's clients. She assists senior leadership with strategic planning related to quality operations and manages the call monitoring evaluation process to ensure technical troubleshooting, accuracy, and high-quality customer service. Karla consistently collaborates with cross-functional teams to acquire feedback on quality processes and implement necessary changes.
Previous Roles at Asurion
Before becoming the Quality Assurance Manager, Karla Henriquez held several roles at Asurion, showcasing her extensive experience within the company. She was the Operations Manager from 2016 to 2018 in the Greater Nashville Area and served as Operations Supervisor from 2012 to 2016. Earlier, she worked as a Workforce Analyst at Asurion from 2007 to 2012.
Early Career Experience
Karla Henriquez began her career in customer service roles. She worked as an Assistant Manager at Auntie Anne's, Inc. for 5 months in 2007. Before that, she was a Supervisor at The Coffee Bean & Tea Leaf® for 9 months in 2006. She also served as a Supervisor at Starbucks from 2003 to 2005. These roles provided her with foundational experience in customer service management.
Education and Academic Background
Karla Henriquez pursued her higher education at Middle Tennessee State University, where she studied from 2011 to 2015. She also attended California State University-Long Beach in 1970. Her educational background has equipped her with knowledge and skills that contribute to her extensive experience in call center management and customer service.