2021–2024Prior in-house role
A quality function built from zero
A US construction-technology company (prior in-house role)
From no quality measurement at all to 95% quality scores — and 70% fewer escalations.
Figures as recorded by Gustavo for the role. Process work; no automation involved.
- quality score
- 60–70% → 95%
- escalations
- −70%
- fewer defects (30–40% failing → 5%)
- ~85%
How it works
- 01Rubrics
- 02Scoring
- 03Review
- 04Improvement plans
- 05Fewer escalations
Before
- Nobody measured quality. There were no rubrics, no benchmarks and no review process.
- Problems surfaced as client escalations, after the damage was done.
After
- A quality function created from scratch — rubrics, scoring benchmarks, training and reviewer calibration.
- Quality follow-up, improvement plans and escalation management as a routine, not a fire drill.
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The situation
Work was going out without anyone measuring whether it was right. The first sign of a problem was usually an unhappy client.
What was built
A quality function, from nothing: the rubrics, the scoring benchmarks, the training curriculum and the calibration that keeps reviewers consistent — then the follow-up loop of improvement plans and escalation management.
The result
Quality scores rose from 60–70% to 95%, which means failing work fell from 30–40% to about 5%. Escalations dropped by 70%. No software was involved: it was the process.