My main responsibilities were to control over performance standards, providing quality feedback based on teams' performance analysis, CSAT analysis. As a QC lead I was improving performance of the team by conducting workshops and personal trainings for the rapidly growing team from 4 to 40 employees.Also I was involved into CRM improvement, competitors' analysis, creating flowcharts, scripts for our team, delivering weekly and monthly performance reports, providing the team lead with new plans and suggestions.