Kateryna

Kateryna TYKHA
Quality Control Manager | Turning quality gaps into team improvements | Live Chat QC · Zendesk
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Constanta, Romania / Dnipro, Ukraine

ABOUT
I've spent the last year and a half making sure that when a customer talks to a support expert, that
conversation actually meets the bar it should. At OBRIO, I review live chat interactions, identify recurring
quality gaps, and turn that into structured feedback for the team — not just "this was wrong," but why it
happened and how to prevent it systematically.
Before moving into QC, I worked directly in customer support. That experience changed how I approach
quality reviews: I understand what it's like to be on the other side of that conversation. I care about quality that
moves the needle — not checkbox quality.

EXPERIENCE

Quality Control Manager | OBRIO
October 2024 – June 2026 Remote
– Reviewed live chat conversations daily to ensure compliance with company guidelines, professionalism
standards, and service accuracy
– Identified systemic quality gaps and recurring patterns across the support team, translating findings into
targeted coaching sessions
– Developed and maintained quality scorecards and evaluation frameworks to standardize the review
process
– Delivered structured written and verbal feedback to chat experts, focusing on communication, problem-
solving, and customer handling skills
– Prepared daily and weekly QC reports and KPI dashboards for management
– Conducted audio call reviews between company representatives and clients to ensure quality consistency
across channels
– Conducted separate quality reviews for VIP user conversations, applying elevated standards and ensuring
premium service compliance
– Supported onboarding of new specialists by providing educational materials and quality guidelines

Supply Specialist | OBRIO
April 2024 – October 2024 Remote
– Provided customer support via live chat in emotionally sensitive and psychologically complex cases
– Monitored colleague performance and supported teammates with difficult customer issues
– Managed CRM reporting and ensured accuracy of operational data

HR Manager | Art Consulting
December 2020 – May 2021 Dnipro, Ukraine
– Managed end-to-end recruitment processes including sourcing, screening, and conducting interviews
– Collaborated with department managers to identify staffing needs and build candidate pipelines
– Maintained recruitment documentation and managed candidate databases

SKILLS

• Quality Control & QA • Zendesk, PeopleForce, Slack
• Conversation Review • Root Cause Analysis
• Process Improvement • SOP Development
• Quality Scorecard • Feedback & Coaching
• CRM Systems • Notion, Google Workspace, Tableau
• AI Tools (ChatGPT, Claude) • English — Upper-Intermediate (B2)
EDUCATION

Bachelor of Arts — Foreign Languages, Literatures & Linguistics | Alfred Nobel University
2014 – 2018 Dnipro, Ukraine
Translator/Interpreter: English and German