Володимир

Melnychuk Volodymyr
Quality Control Manager

Details
Vinnytsia, Ukraine
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)

Professional Summary
Results-driven Quality Control Manager with 4+ years of experience in content moderation, customer support, and process optimization for large-scale platform. Adept at process optimization and policy enforcement, to enhance efficiency and maintain high-quality standards. Passionate about improving communication and user experience through data-driven strategies and innovative solutions.
Seeking a position in quality control management, where I can leverage my expertise in policy development and workflow optimization to drive operational excellence.

Professional Experience
Quality Control Manager of Content Moderation\Customer Support NDA, Remote
September 2022 — Present
•Led QA for customer support and moderation teams, ensuring adherence to communication guidelines and policy standards.
•Decreased moderation and support-related errors by 30% via improved quality metrics and actionable feedback loops.
•Streamlined workflows for new departments, enhancing team productivity by 40% while reducing required actions per task by 50%
•Developed knowledge bases and internal QA tools, ensuring quick agent access to policies and boosting information accessibility.
•Introduced automation tools, reducing manual workload by 40% and increasing efficiency
•Provided regular analytical reports, uncovering patterns in agent behavior and proposing targeted solutions for service improvement.
•Conducted one-on-one mentoring sessions to grow team competency and communication quality.

Content Moderator\Customer Support Agent NDA, Remote
May 2021 — September 2022
•Reviewed and removed prohibited or sensitive content, ensuring platform compliance and user safety.
•Handled thousands of user interactions, resolving disputes and enhancing overall user experience on the platform.
•Identified and classified AI-generated content, reducing impersonation risks by 25%.
•Led process optimization initiatives, improving team efficiency and decreasing response time
•Developed knowledge-sharing tools, cutting training time for new moderators by 50%

Scientific Research Assistant Freelance, Remote
September 2017 — December 2020
•Conducted in-depth research in Social Sciences, International Relations, and Law.
•Provided structured data analysis and reference materials for PhD candidates, forensic experts, and scientists.
•Developed a systematic problem-solving approach, later applied to quality assurance and moderation.

Education
PhD of International Relations and Affairs, The National University of Ostroh Academy, Ostroh
October 2022 — Present

Master of International Relations and Affairs, Translator (English), The National University of Ostroh Academy, Ostroh
September 2019 — December 2021

Bachelor of International Relations and Affairs, Translator (English), The National University of Ostroh Academy, Ostroh
September 2015 — June 2019

Core Competencies
•Quality Assurance & Communication Review
•Process Automation & Innovation
•Chat & Ticket Analysis
•Team Training & Performance Coaching
•Knowledge Base Development
•Analytical Reporting & Data-Driven Strategy
•Cross-Functional Collaboration
•Intellectual Property Compliance

Languages
•Ukrainian – Native
•English – Advanced (C1)
•Polish – Intermediate (B1)