Position: Quality control manager, Quality control Team Lead, Education / Onboarding Manager / Lead
Category: Support
English level: upper
Years of experience: 4

I am adept at resolving complex inquiries, identifying issues that are not immediately apparent, and preventing such cases from becoming risky situations. 
I have a knack for onboarding new people and conducting training sessions for working agents to improve their skills (I am a teacher by education).
I consider myself a highly communicative person, a quick learner, and capable of identifying what is working well and what is not in work processes. I also have experience in handling requests that could potentially harm the overall business (BBB, ChB, refund, FTC).
I have over 4+ years of experience in the Quality Control department, and my responsibilities include providing onboarding and training for Customer Support representatives, monitoring their progress, creating and delivering lectures, updating the knowledge base with instructions after training, and overseeing the workflow. If necessary, I also conduct coaching sessions.
In addition, I prepare documents for Customer Support representatives' reviews and provide 1-on-1 meetings. I maintain communication with other departments to coordinate workflow between teams.
I also have experience in leading a department, managing a team, and setting quarterly/yearly goals as requested by the business. In a previous role, I worked as an assistant in the Compliance field, focusing on reducing risks for the company.
Overall, I have extensive experience as a Customer Support representative and am skilled in conflict resolution to ensure both sides of the product are satisfied.
I cannot work on the night shifts.