Position: Quality Assurance
Category: Support
English level: upper
Years of experience: 4


I have 3 years of experience as a performance quality assurance specialist.
As the PQA specialist, I monitor and evaluate the progress of different departments by analyzing the performance
metrics. In the previous quarter, as a result of coaching, 8 out of 9 sales agents were able to improve their performance and, on average, managed to increase the RPC / CVR of the entire sales department by 11%.
I also do competitor analysis reports from time to time and prepare a strategy for improving internal customer service processes. For example, I develop new approaches for the presentation of internal products of the company and upsell other services and programs.
In addition, I deal with onboarding and training new employees or improving the qualifications of old ones. In the last quarter, I've designed 3 new sales training courses and updated 2 more introductory presentations for newbies.

Before the PQA position, I had 1 year of B2C sales experience - selling services and software to potential clients via phone and chat, mainly in the US market. In B2C selling services, I was reaching targets, and high conversion rates, developing new selling tactics, and guiding more junior members.

I am looking for new opportunities and directions in the digital sphere where I can learn and develop as a perfect specialist, show my creativity and in the future take a higher position in the company.