Єлизавета

Yelyzaveta Savinova
QUALITY OPERATIONS SPECIALIST

Quality Operations professional with 3+ years of experience in a product
[open contact info](look above in the "contact info" section) IT environment, specializing in quality control, process improvement,
performance management, fraud investigation, and risk operations.
[open contact info](look above in the "contact info" section)
Experienced in building scalable QC workflows, developing scorecards
Odesa, Ukraine and quality standards, analyzing customer and performance metrics,
@elllizzzabeth and leading cross-functional improvement initiatives.

EXPERIENCE
CORE SKILLS
Quality Operations
QUALITY CONTROL SPECIALIST
Process Improvement
OBRIO
Risk Analysis
2024 - Present
Fraud Investigation
Training & Mentoring Reviewed 100+ chats and 30 audio consultations weekly for quality,
compliance, customer experience, and performance.
Cross-functional Collaboration
Monitored 150–250 service providers using CSAT, conversion, retention,
Operational Excellence
revenue, SLA, quality, risk, and KPI metrics; helped increase CSAT from
Performance Management
4.3 to 4.8.
Constructive Feedback Created scorecards, quality criteria, feedback frameworks, and
improvement plans for low performers.
TOOLS Built and improved 30+ QC and operational processes, including reviews,
fraud and AI abuse checks, onboarding, and escalation flows.
Analytics & Reporting: Tableau,
Standardized feedback templates, cutting preparation time by 50%.
Google Sheets, Microsoft Excel,
Investigated fraud and risk cases, created risk indicators and escalation
Google Apps Script
criteria, and helped reduce fraud cases by 40%.
Process & Knowledge Built AI abuse detection criteria and reporting processes, contributing to a
Management: Notion, BPMN, 70% reduction in AI abuse cases.
Miro, Figma Worked with Operations, Moderation, Education, Onboarding, and
Customer & Operations: Zendesk, Customer Support on quality, fraud, performance, and customer issues.
Intercom, Solidgate, CRM systems Trained and mentored 8 QC specialists through onboarding, workshops,
shadowing, and 1:1 coaching.
AI: ChatGPT, Claude, Gemini
Co-created a Notion knowledge base with 70+ processes, BPMN
workflows, guidelines, checklists, and training materials.
EDUCATION
South Ukrainian National CUSTOMER GUIDANCE SPECIALIST
Pedagogical University of K. D. OBRIO
Ushynsky 2023 - 2024
English Language and Literature
Provided personalized live-chat support, adapting communication to
Studies (Incomplete)
customer needs and recommending relevant services.
Helped customers understand product value and available services,
LANGUAGE supporting engagement and retention.
Ukrainian (native) Maintained CSAT of 4.8+ through accurate, empathetic, and solution-
Russian (native) focused communication.
English (C1) Consistently achieved strong performance in a fast-paced customer-
facing environment.