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Work experience

Quality Assurance Specialist

from 08.2025 to 01.2026 (6 months)
P4P company, Дистанційно (IT)

- Quality audits and performance evaluation
- Pattern identification across agents
- Schedule creation and workload planning
- Payroll documentation and salary calculation
- Process documentation and reporting

Quality assurance specialist

from 07.2024 to 07.2025 (1 year)
DONUTELLER, Дистанційно (IT)

- Independently reviewed live chat and email interactions against defined quality standards
- Classified interactions based on quality and risk criteria
- Identified issues related to tone, accuracy, and compliance
- Documented findings using factual, evidence-based observations
- Escalated high-risk or severe cases to support leadership
- Tracked recurring quality patterns across agents
- Produced structured QA reports for management review

Customer Support Agent

from 10.2022 to 06.2024 (1 year 9 months)
DONUTELLER, Дистанційно (IT)

- Delivered first-line customer support via live chat and email in Korean.
- Conducted document verification and fraud analysis, identifying suspicious patterns and ensuring compliance with internal policies.
- Analyzed customer profiles to detect fraudulent behavior and prevent account misuse.
- Provided high-quality, empathetic support while maintaining performance metrics and service-level agreements

Education

Київський національний університет лінгвістичний університет

Корейська та англійська філологія, Київ
Unfinished higher, from 2018 to 2022 (4 years)

Knowledge and skills

• Навчання персоналу
• Користувач ПК
• Ведення документації

Language proficiencies

• Ukrainian — fluent
• English — above average
• Korean — average