Position: QA support manager
Category: Support
English level: upper
Years of experience: 11


Customer Support Manager
Cupid PLC 
02.2011-01.2012
Customer satisfaction
Bug Reporting to the appropriate department; 
Problem-solving (internal and external);

Payment Team TL deputy
Cupid PLC 
01.2012-08.2013
Bug Reporting to the appropriate department;
Problem - solving (internal and external);
Data Analysis (Product Statistics);
Payments and Refunds Maintenance;

Payment Team TL
Together Networks
08.2013-07.2015
Handle controversial cases and conduct dialogues with banks;
Manage a team (from 4 to 10 people)
Monitor the team's KPI and task performance;
Bug Reporting to the appropriate department;
Problem-solving (internal and external);
Data Analysis (Product Statistics);
Payments and Refunds Maintenance;
Product Analysis and Creation of new features ideas.

QA Support Manager
Together Networks
10.2015 - now
Check the work of call centre managers - do they follow the policy of handling certain issues (payment issues, technical issues, etc.);
Carry out daily inspections, as well as train new managers;
Fully monitor another project - its technical incapacity (make a request to the technical team), process customer requests, update processing rules and perform agent verification.
Bug Reporting to the appropriate department (Jira);
Problem-solving (internal and external);
Updates creating according to the new Policy of the Product (Confluence);
Data Analysis (Product Statistics);
Product Analysis and Creation of new features ideas.