Nicolau Pontes Garcia

Nicolau Pontes Garcia is an accomplished professional in contact center management with extensive experience overseeing operations, developing teams, and improving customer service processes. Currently serving as the Head of Department for Customer Service at Quality - Contact Centers since September 2023, Nicolau manages a large operation exceeding 200 employees and focuses on enhancing operational efficiency and system performance. Prior roles include Contact Center Director at UGO Angola, where responsibilities encompassed managing a diverse team and optimizing customer experience strategies, and Contact Centre Operational Manager at Quality - Contact Centers, overseeing various service channels for a multinational client. With a foundation in quality assurance and deep expertise from earlier positions as a Supervisor and Auditor of Quality Assurance, Nicolau’s background is supported by a Licentiate degree in Computer Engineering from Instituto Superior Técnico de Angola.