Владислав

Vladyslav Minko
Senior QC Specialist with experience building and scaling customer support operations
from scratch, developing and mentoring agents, and implementing data-driven
approaches to performance management. Experienced in driving KPI performance,
workforce planning, ensuring process stability, and maintaining high service quality
standards. Focused on people development, building a strong coaching culture, and
optimizing operational workflows through automation to improve team efficiency.

Experience
Apr – Jun 2026

Contact info Liven
Quality Control Specialist
Phone • Maintaining and improving quality standards across customer support
operations through quality monitoring, analysis, and process optimization.
[open contact info](look above in the "contact info" section) • Providing structured coaching and feedback to support agents to improve
Email performance and service quality.
• Contributing to the development and continuous improvement of internal
[open contact info](look above in the "contact info" section)
quality standards, identifying inefficiencies and driving process improvements.
Telegram • Collaborating cross-functionally with Product and Analytics teams to improve
support processes and operational efficiency.
@vld_mnk
Sep 2022 – Mar 2026
Howly
Education Quality Control Specialist
Progressed from Junior QC Specialist to owning quality operations for key support
2015 - 2018 areas, with expanded responsibility for processes, performance management, and
Cognitive Science team development:
UMCS Lublin • Developed onboarding programs for multiple support domains and delivered
training for new agents and technical experts.
• Built and improved quality evaluation frameworks, workflows, and internal
Hard skills standards, including knowledge base optimization.
• Supported hiring processes through candidate screening, evaluation, and
Support operations & process onboarding of technical experts and QC specialists.
optimization • Drove process optimization and automation initiatives using AI-powered tools
People management & team to improve operational efficiency.
development • Collaborated cross-functionally with Operations, Billing, Product, and
SLA, KPI & performance Legal/Compliance teams.
management Tech Call Support Ownership: launched and developed a technical phone
Quality assurance & evaluation consultation channel from scratch:
frameworks • Established end-to-end operational processes, including call flows, Tone of
Workforce planning & workload Voice guidelines, quality standards, and performance management routines.
forecasting • Implemented KPI tracking and performance monitoring processes to maintain
AI tools & automation: prompt service quality and support agent development.
engineering, AI-assisted • Managed workforce planning activities, including scheduling, workload
workflows forecasting, and resource allocation.
• Conducted regular performance reviews, 1:1 meetings, and development check-
ins to support agent growth and team engagement.
Soft skills May - Aug 2022
Howly
Ownership & proactiveness Customer Support Specialist
Adaptability and comfort with
• Delivered technical support to users via chat while maintaining SLA compliance
change
and service quality standards.
Leadership, coaching & team
• Worked with CRM systems and internal support tools to resolve customer issues
mentoring
efficiently.
People development mindset
• Consistently achieved strong quality performance, contributing to progression
Structured & strategic thinking
into a QC role.
Cross-functional collaboration
Decision-making in ambiguous Jun 2021 – Apr 2022
environments Eurospektras
Sales Representative
• Managed B2B sales of logistics services through outbound and warm lead calls,
Languages achieving assigned sales targets.
• Built and maintained customer relationships while following company Tone of
English – C1
Voice guidelines and internal service standards.
Polish – C2
• Worked with CRM systems and internal sales tools to manage customer
Ukrainian – Native interactions and sales activities.