Position: Quality control manager, support manager
Category: Support
English level: fluent
Years of experience: 5


I have pretty good expertise in customer care. I've walked through the way from a customer support agent to a quality control manager, supervising a group of people. I know what quality standards are and know how to grow them inside the team of customer care agents. 
My recent position is Quality Control manager and here are my responsibilities:
- managed the mini-team responsible for the quality improvement of the support agents: setting goals, conducting performance reviews, one-to-one meetings, and giving feedback;
- hired support agents and quality control managers;
- established and monitored the processes inside the mini department;
- designed special classes for increasing the performance of the existing support team, individual coach sessions for agents with lower results;
- conducted calibration sessions with quality managers in order to standardize quality checks;
- created scorecards for quality checks;
- created training plans for hard skills development for support agents;
- designed education plans for newcomers;
- cooperated with cross-functional departments for setting new workflows