Quality Assurance Specialist

I am a customer-focused professional with a background in IT and web development, bringing over two years of experience in customer service, quality assurance, and team support in fast-paced international environments.

I have developed a strong track record in performance analysis, process improvement, and delivering data-driven insights through QA activities, reporting, and coaching. I am comfortable working with KPIs, service journey mapping, and structured improvement methods such as DMAIC.

My experience includes customer-facing and sales roles, where I strengthened my communication, presentation, and relationship-building skills. I have worked across retail, teaching assistance, and support operations, which helped me adapt quickly to different audiences and business needs.

In my recent roles, I have handled QA evaluations, coaching sessions, performance reporting, and calibration work. I have also supported temporary team leadership responsibilities, including team updates, client reporting, and action planning for performance issues.

I am highly familiar with CRM, QA, and productivity tools such as Salesforce, Zendesk, Microsoft Dynamics, Playvox, EvaluAgent, Scorebuddy, JIRA, Excel, and Power BI. I use these tools to improve efficiency, maintain accuracy, and support operational goals.

I also bring a practical mindset to process documentation and workflow improvement. I enjoy identifying gaps, creating clear guidance, and helping teams work more effectively while maintaining quality and compliance standards.