Position: Quality Analyst
Category: Support
English level: fluent
Years of experience: 6


Summary

I am a results-driven, adaptable, experienced manager with an analytical mindset, I have a passion for innovation, and
documented success in hands-on roles. Expert at working in collaboration with cross-functional teams in the
development and execution of critical projects, including planning, budgets, and workflows.
I am a very positive person trying to cheer up people around! I am good at mentoring people and helping others to
achieve great results.

Experience

FREELANCE
Online Consultant
10/2019 - 02/2022
- Customer Service Representatives' activity evaluation: speed of answer, service evaluation, complaints' solution
evaluation, - performance evaluation
- Risk Manager: payment systems, fraudulent activity
- QA Manual: Bugs Review & Testing with conducting Bugs Reports, Test Case etc

QATestLab
Trainee QA Engineer, Kyiv
09/2021 - 11/2021
Conducting Bug Reports
Test Case/Check List
Test Plan
Mind Map
Smoke & Regression Testing
Jira
WEB, Mobile, Game Testing practice

Head of Department, Kyiv
02/2019 - 10/2019
- Managing the Team of Support Agents in Ukraine and Remote Support Team with Quality Assurance Team in the
United Kingdom (startup, working directly with CEO)
- Working on Website improvement, including implementation of new Extra features for cross and upsales increase,
creating an action plan on processing new features. Close cooperation with IT, Marketing and Finance Departments
- Analyzing chats, emails, calls in order to evaluate managers' performance on quality of service: new customers &
existing customers
- Testing all new implementations as a QA Engineer: Website, Mobile application, CRM systems. Conducting reports on
any bugs noticed.
- Working with payment systems, fraudlent activity
- Deep benchmarking with analysis and conclusions
- Creating Business processes protocols as for a new Company (Selling points, MoneyBack Guarantee, Support Level
Gamification, Vacation Policy, Shifts&Breaks Policy, Fines Policy, Probation Policy, Job Descriptions etc)
- Everyday conversion, cross and upsale rate, Leads processing, Service and Product rate tracking, making up an action
plan on its rise and conducting brainstorm with training sessions
- Working on client's LTV, decreasing one-time buyers number, Facebook and Instagram promotion together with
Marketing Department
- Conducting weekly & monthly meetings with the team to improve managers' performance (both individual and group)

Head of Q