Position: Team Lead, Manager, QA for CS
Category: Support
English level: intermediate
Years of experience: 6

Certified by QATC in Quality Assurance for Customer services
Improvement of B2C KPIs in terms of solution selling
2year + of reaching outsourcing partners goals for QA sales
Global QA Sales lead
leading QA managers to implement the best policies, procedures, and standards for customer experience
reviewing and monitoring results of customer interactions, making sure external and internal requirements
are met by the agents
taking part in monitoring policies and quality standards update
performing analysis for management team based on quality and sales KPIs improvement
tracking internal quality score of Sales
QA strategy implementation, control, and analysis of its effectiveness
implementing constant improvement suggestions to reduce customer complaints, by increasing first
contact resolution and overall customer and employee satisfaction.

Global Sales Coaching lead
designing, developing and facilitating training; including design documents, work plans, facilitator and
participant guides, presentation decks, job aids, and evaluations
managing the sales training curricula by setting up the appropriate sessions, assigning optional and
mandatory training as needed, tracking completions, reporting and measuring the effectiveness of training
developing measurement systems to evaluate/assess the effectiveness of sales training
determining training needs by observing sales encounters, studying sales results reports, and conferring
with sales managers
improving training effectiveness by developing new approaches and techniques, making support readily
available, and integrating support with routine job functions

Sales team lead
promoting efforts aimed at improving current sales department processes
communicating with management to understand the department’s goals and ambitions
assessing the strengths of team members and helping them to use them effectively
motivating teams and individuals to achieve business goals
monitoring and evaluating the progress of the team by analyzing relevant department metric
keeping records and documentation and preparing appropriate reports
- self-development
- remote work
- new challenges