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Wilfredo Suarez is an experienced Quality Assurance Manager at Alegeus, where leadership includes managing the Speech Analytics program to enhance quality and customer experience. Key contributions involve creating a Quality Scorecard, revamping the issues management system for improved first call resolution, and leading a team focused on data analytics and process improvement. Prior experience at Xerox encompasses roles such as Operation Program and Technical Escalation Manager, overseeing service delivery teams across multiple states, and holding the title of Certified Lean Six Sigma Black Belt, where process optimization projects were executed successfully. Educational qualifications include a Bachelor's degree in Computer Information Systems and Business from Rochester Institute of Technology, alongside a Bachelor of Applied Science in Liberal Arts and Sciences from the same institution, and a Bachelor's degree in Computer/Information Technology Administration and Management from DeVry University.