Head of Operations and Quality Assurance Manager

I lead operational quality assurance for AI-powered web products, covering quality, performance, usability, and data integrity. I define testing, defect-management, and release-validation processes in collaboration with engineering teams.

I monitor advertising revenue performance, validate ad delivery and tracking accuracy, and identify optimization opportunities. I also track operational, system-performance, and revenue KPIs while improving documentation, quality standards, and scalable operational processes with product, operations, and technical teams.

I led IT vendor quality-management systems and performance oversight, including audits across country offices and compliance with quality standards. I evaluated incidents and service requests to ensure SLA and KPI compliance.

I managed projects involving process improvement, dashboards, and software solutions. My responsibilities included developing scorecards, monitoring risks and opportunities, coordinating workflows and change management, and training internal staff and external vendors.

I led and supported customer service agents in a global support environment, ensuring KPI and SLA compliance. I trained and assisted new hires while supporting consistent operational performance.

I provided email and chat support to content creators worldwide and served as a subject matter expert for product-related escalations. I helped resolve complex cases and supported teams with product knowledge and guidance.

I managed the quality system, including planning, documentation, continuous improvement, KPI monitoring, scorecards, risk management, and data reporting. I developed and followed up on strategic initiatives with senior management.

I led cross-functional improvement projects and served as Lead Auditor for ISO 9001:2015. I conducted root-cause analysis and corrective actions, managed staff and vendors, and maintained data accuracy across quality reporting.

In progress.

Professional certification.

Professional certificate.