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Work experience

QA&Compliance Coordinator

from 01.2019 to now (5 years 4 months)
GotYourBack Support, Івано-Франківськ (Telecommunications and networking)

Responsibilities:

- Goals and strategy development. Setting monthly goals and conducting research analysis on QA score results. Collecting, analyzing, and processing the results obtained in the scope of QA and Compliance duties and responsibility described in the job description. Establishing and introducing service quality performance failures and corresponding solutions to eliminate service delivery defects and optimize performance efficiency and effectiveness.
- Delivering Monthly Q&A sessions for sales representatives; holding introductory training and coaching for newcomers.
- Monthly calibration. Conducting Monthly calibration sessions; collecting, processing, and collaborating on the obtained results; concluding on optimal quality solutions.
- Conducting Quality Assessment by reviewing call logs/chat logs/sessions; training, educating, and further reviewing service delivery quality with the agents whose results didn’t reach the required quality standards.
- Analyzing chargeback/refund cases, highlighting main failures, and introducing corresponding solutions to eliminate their further appearance.
- Updating and upgrading the QA Scorecard and agent profiles. Compiling, updating, and upgrading workflow funnels for effective QA and compliance performance.
- Analyzing legal documents to establish whether compliance regulations are met in the sales service delivery procedures. Proofreading and keeping track of the information on the company’s website, correlating it in correspondence with the compliance regulations.
- Analyzing the information in the quality standards document, introducing updates and corrections, creating relevant content on the website.

Achievements:

- developed and established the workflow for the assessment of the service representative’s performance (compiled scorecard, assessment tools and documentation).

English Language Teacher

from 09.2017 to 01.2019 (1 year 4 months)
ZoomSupport, Івано-Франківськ (Online Technical Support)

Responsibilities:

- planning, preparing and delivering lessons,
- preparing teaching materials,
- helping students improve their listening, speaking, reading and writing skills via individual and group sessions,
- checking and assessing students' work.

Achievements:

- integrated IELTS assessment into the company's grading system and correlated it to the company's needs,
- established an effective curriculum and selected the materials that would meet the company's requirements,
- created a set of thematic events for students' motivation.

QA Analyst

from 10.2015 to 05.2017 (1 year 7 months)
Zoom Support, Ивано-Франковск (Quality Assurance)

Experience and skills obtained in ZS Community

The sphere of competence acquired in perspective of quality assurance human resource objectives was formed by orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Experience obtained while developing and impementing quality assurance operational objectives was attained by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change,
developing quality assurance plans by conducting analysis; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories.

Succeeded in quality processes validation by establishing product specifications and quality attributes;
measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
Accomplished maintanance and improvement of product quality by completing system, compliance, investigating customer complaints; collaborating with other members of management to develop new
product and engineering designs, and manufacturing and training methods.

Acquired effective techniques of quality documentation and reports managment by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
Evolved constant desire for job knowledge update by studying trends and developments in quality management participating in educational opportunities.

Education

Ivano-Frankivsk National Technical University of Oil and Gas

Language Interpretation & Translation, Ивано-Франковск
Higher, from 2006 to 2011 (4 years 9 months)

Knowledge and skills

Language proficiencies

• English — advanced
• German — beginner
• Russian — above average

Additional information

As a quality analyst I pursue the goal to achieve a desired level of quality in the service we provide through the effective use of technical solutions, especially by means of attention to every stage of the service delivery process.
As a person I am inspired by people and challenge and believe whatever the creative industry, when you're confronted with the challenge of coming up with a Big Idea, always work with the most talented, innovative mind available.

I believe to be:
-skilled in cultivating positive relationships with clients and colleagues; particularly adept at communicating with clarity and diplomacy to individuals from diverse cultural and organizational backgrounds;
-experienced generator of well-structured reports, conclusions and statistics;
- fluent in English, conversational in German.

I can describe myself as:
-A person looking for constant opportunities for self-improvement;
- focused on the ultimate goal and work towards the result;
- flexible, accepting changes and immediately looking for creative solutions;
-Diligent, hard-working and enthusiastic;
-Easy-going and creative;
-Committed and responsible