Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20618941/

Work experience

Quality Assurance Manager

from 05.2023 to now (3 years 6 months)
External Source Solution LTD, Луцьк (IT)

Quality assurance and compliance

Monitor and evaluate customer support interactions in live chat and email to ensure consistent service quality and compliance with internal standards.
Ensure adherence to internal procedures, communication guidelines and Responsible Gaming (RG) requirements.
Assess team performance against established KPIs, quality standards and customer satisfaction metrics.
Identify recurring issues and process gaps, and document best practices and solutions in the internal knowledge base.
Work with BackOffice systems across GBL, Truelabel, SoftSwiss and NR2 to support quality monitoring, case reviews and operational compliance.

HR, recruitment and onboarding

Review candidates’ CVs and regularly conduct one of the interview stages.
Create and run skills tests for later selection stages to assess candidates’ practical skills in more depth.
Recruit and onboard new team members, delivering structured theoretical training and hands-on practical sessions.
Support new hires’ development through coaching, constructive feedback and one-on-one sessions.

Team leadership and documentation

Lead and support the team’s daily operations, promoting accountability, collaboration and high performance.
Conduct regular team meetings and one-on-one sessions to communicate updates, give constructive feedback and support employee development.
Develop and maintain internal documentation: SOPs, process guides, workflows, communication standards and training materials.

Key achievements

Combined QA and HR duties in one role and supported candidate selection on several projects over 3.5 years.
Built skills tests for later selection stages, so hiring decisions rest on practical results and not only on interviews.
Designed structured onboarding that combines theory and hands-on practice.
Used KPI data to find recurring issues and process gaps, then turned the solutions into documented best practices in the knowledge base.

Customer support manager

from 03.2023 to 06.2023 (4 months)
SupportLab LLC, Луцьк (IT)

Responsibilities

Provided customer support via online chat and email, keeping responses accurate, polite and consistent with service standards.
Assisted customers with account-related inquiries, bonuses, payments and technical issues.
Analyzed customer issues to find the root cause and offered fast, effective solutions.
Escalated complex or unusual cases to the relevant team when needed.
Followed internal procedures, communication guidelines and Responsible Gaming (RG) requirements in every conversation.
Maintained accurate internal documentation and records of customer cases.
Built trust-based relationships with customers through clear communication and a calm, helpful approach.

Key achievements

Moved to a Quality Assurance Manager position within three months, based on the quality of my work and my knowledge of the processes.
Learned the iGaming product, the BackOffice tools and the RG rules in a short time, which became the basis for my later QA work.

Consultation Manager

from 06.2020 to 03.2023 (2 years 10 months)
Ventilation Systems PJSC (Vents / Blauberg), Луцьк (Роздрібна торгівля)

Provided technical consultations and tailored recommendations on
ventilation system design for residential, commercial, and industrial
projects.
Analyzed customer requirements, technical specifications, and project
constraints to identify suitable solutions and ensure the accuracy of
recommendations.
Managed customer inquiries throughout the consultation process,
providing clear guidance and resolving complex technical questions.
Collaborated with internal technical teams to verify product information,
coordinate solutions, and ensure alignment with project requirements.
Prepared and maintained technical documentation, using product
specifications, technical guidelines, and reference materials to ensure
consistent and accurate communication.
Built strong client relationships through effective communication,
attention to detail, and a solution-oriented approach.

Education

The Institution of Higher Education “Lutsk Pedagogical College”

Programme Subject Area; Primary education, Луцьк
Higher, from 2016 to 2022 (6 years)

Knowledge and skills

• Саморозвиток
• Неконфліктність
• Контроль якості продукції
• Адаптивність
• Уміння аналізувати
• Quality Assurance
• Team management
• Performance management
• Coaching
• Employee Development
• Optimization of business processes
• MS Excel
• Ведення CRM
• MS Office
• Дисциплінованість
• Бажання вчитися і розвиватися
• Ведення документації
• Здатність до навчання
• Управління командою
• Висока працездатність
• Чесність
• Продуктивність
• Backoffice
• Notion
• Slack
• Customer orientation

Language proficiencies

• Ukrainian — fluent
• English — above average