Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/9772631/

Work experience

Quality manager

from 04.2026 to now (6 months)
Brighterly, Дистанційно (Освіта, наука)

- Built the Quality Control process from scratch for the Tutor Oriented Support Team (TOST).
- Designed and implemented a 100-point quality evaluation framework, improving the consistency, transparency, and objectivity of agent performance assessments.
- Developed a comprehensive QC Scorecard with standardized evaluation criteria and detailed scoring guidelines.
- Created and launched the QC appeal process, ensuring a fair and transparent review of quality assessments.
- Built and maintained the team's Knowledge Base in Notion, centralizing processes, guidelines, workflows, and internal documentation.
- Authored internal knowledge base articles, guides, and best practices to support agent development and improve performance.
- Conducted quality calibrations and delivered actionable feedback to agents and Team Leads to drive continuous performance improvement.
- Standardized quality assurance processes, reducing subjectivity and increasing consistency across evaluations.
- Collaborated with Team Leads and stakeholders to continuously improve quality standards and support operational excellence.

Quality assurance specialist

from 02.2025 to 03.2026 (1 year 2 months)
Howly, Дистанційно (IT)

- Monitoring and evaluating chat/call interactions to ensure strict adherence
to operational workflows and scorecard criteria.
- Providing comprehensive feedback to agents, balancing constructive
criticism with recognition of strengths to drive performance.
- Managing appeals and resolving disputes regarding quality evaluations.
- Collaborating with Shift Leads to identify performance gaps and analyzing
reports on complex or unique cases.
- Developing video guides for agents and consistently monitoring CSAT
dynamics to maintain high satisfaction levels.
- Driving and scaling quality standards within the QC team to ensure high-
level performance.
- Designing evaluation templates for QC specialists to unify feedback
delivery and ensure a standardized approach.
- Establishing Calibration and Cross-Check processes from scratch,
including:
- Calibration: Managing the technical execution, analyzing discrepancies
among peers, leading meetings, and documenting outcomes to align
evaluation logic.
- Cross-Checking: Developing schedules, auditing peer evaluations for
accuracy, and managing communication regarding discrepancies to
eliminate bias.
- Facilitating onboarding sessions for new agents and QC specialists,
including active participation in creating and testing onboarding plans.
- Refining scorecards and leading brainstorming sessions to update
evaluation metrics.
- Managing internal communications in Slack, providing expert updates, and
addressing complex queries from the team.
- Building and maintaining a QC Evaluation Space to document edge cases
and specific grading rules.
- Optimizing the English-language Knowledge Base (Notion) by authoring
articles, updating workflows, and ensuring a consistent tone of voice.
- Optimizing the AI Assistant by auditing AI-generated chats, identifying
recurring errors, and proposing prompt improvements to align with product
flows.
- Collaborating with technical stakeholders to refine AI performance based
on quality audit data.
- Creating and updating response templates to streamline agent workflows
and maintain professional standards.

Customer suport agent

from 07.2023 to 01.2025 (1 year 7 months)
Autodoc, Дистанційно (Роздрібна торгівля)

Вхідна/вихідна лінія,
підтримка клієнта в режимі voice та email (рідше chat) польською мовою
Консультація клієнтів і вирішення проблем із вже існуючими замовленнями
Робота з CRM системою

Менеджер по підбору і навчанню персоналу

from 06.2021 to 05.2023 (2 years)
Manekin, Варшава (Готельно-ресторанний бізнес)

Career break

from 01.2019 to 01.2021 (2 years)
Relocation

Кредитний спеціаліст

from 06.2018 to 04.2019 (11 months)
Перший Український Міжнародний Банк (ПУМБ), Луцьк (Фінанси, банки, страхування)

Education

Луцький педагогічний коледж

Вчитель початкових класів, Луцьк
Specialized secondary, from 2014 to 2018 (4 years)

Knowledge and skills

• Комунікабельність
• Відповідальність
• Пунктуальність
• Продаж банківських продуктів
• Впевненість
• Дисциплінованість
• Адаптивність
• Здатність до навчання

Language proficiencies

• Polish — fluent
• English — average
• Ukrainian — fluent

Additional information

Тільки віддалений формат роботи