I've been a Quality Control Manager for about a year.

My main tasks were:

- checking chats and emails from managers and the VIP team;

- daily assessment and recommendations on them in the amount of at least 20 per working day;

- timely submission of monthly reports and recommendations to operators;

- tracking the performance of departments - FRT, ART, CSAT, number of chats per operator, etc.; daily reporting on these indicators;

- description of practices, processes and instructions for operators on the work platform;

- ensuring that detailed, structured instructions are available for every important aspect of the department's work;

- сonducting trainings for the team in key areas of work to improve awareness and efficiency of the team at a frequency of 1-2 times per month;

- training of new employees according to the onboarding programme;

- working with different departments to resolve customer service issues and implement quality improvement initiatives.

I clearly see myself progressing into leadership skills, namely moving into a management position in the customer support department where I can lead a team and influence strategic decisions.

I am always ready to improve my technical skills, expand my industry knowledge and to move on to other roles. For example, data analytics, where you can apply your skills in new contexts, or marketing, where you can use customer knowledge to create better products and services.