Lyudmila Shopova
Senior Quality Assurance Analyst
Sofia
Summary
Adept at combining macro health metrics with micro-analysis techniques to augment all levels of logistical and financial controls. Provider of verifiable and consistent improvements to companies' bottom lines through generation of optimal output from owned assets.
Experienced with data analysis and process optimization to drive operational efficiency. Utilizes analytical skills and strategic thinking to streamline operations and improve performance. Track record of effective communication and collaboration to achieve results.
Overview
8
8
years of professional experience
Work History
Senior Operations Analyst
Tide Ltd
10.2024 - Current
- Managed cross-functional projects to ensure timely delivery of high-quality results.
- Stakeholder Management: Engaging with key internal teams to ensure alignment on priorities and data-driven decision-making.
- Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
- Created and managed operational databases to store and track data and maintain accurate information.
- Optimized operational efficiency by analyzing and streamlining processes.
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Analyzed trend data to forecast operational needs and plan next course of action.
Senior Quality Assurance Analyst
Tide Platform - Bulgaria branch
02.2023 - 10.2024
- Quality Assurance Expertise: Proven track record of implementing and managing quality assurance programs within the Member Support department. Developed and executed comprehensive QA strategies to enhance customer satisfaction and service excellence.
- Process Improvement: Identified process inefficiencies and implemented data-driven solutions to optimize workflows, resulting in increased productivity and improved customer experience.
- Performance Metrics: Monitored and analyzed customer service KPIs, such as CSAT and NPS to evaluate team performance and identify areas for improvement.
- Training and Development: Designed and conducted extensive training programs for Member Support associates, focusing on communication skills, problem-solving, and product knowledge. Mentored and coached team members to enhance their skills and capabilities.
- Root Cause Analysis: Conducted in-depth root cause analysis for member escalations leading to the implementation of preventive measures and resolution strategies to minimize recurring issues.
- Quality Audits: Conducted regular quality audits on member interactions, ensuring adherence to company policies, procedures, and regulatory requirements. Provided feedback and recommendations to drive continuous improvement.
- Cross-Functional Collaboration: Collaborated with other departments to communicate customer feedback, advocate for customer needs, and drive product enhancements based on customer insights.
- Technology Utilization: Leveraged advanced customer service technologies and tools to enhance the overall customer support experience. Proficient in Jira, Kustomer and CRM systems.
- Compliance and Regulations: Ensured compliance with industry regulations and company guidelines, staying updated with relevant changes to maintain a high level of service quality.
- Documentation and Reporting: Maintained comprehensive documentation of QA processes, audit results, and improvement initiatives. Prepared and presented detailed reports to senior management on a regular basis.
- Team Leadership: Led and motivated a team of Member Support analysts, fostering a culture of excellence and continuous improvement. Encouraged teamwork, innovation, and a customer-centric approach.
- Project Management: Successfully managed QA projects from inception to completion, ensuring timely execution and achievement of project objectives.
- Customer Feedback Analysis: Analyzed customer feedback and survey data to gain insights into customer pain points and preferences. Used data to drive customer-centric improvements and initiatives.
Quality Assurance Analyst
Tide Platform - Bulgaria branch
02.2021 - 01.2023
- Conducted comprehensive quality assurance evaluations of customer interactions, including calls, emails, and chat sessions, to ensure adherence to company standards and service excellence.
- Developed and implemented quality assurance programs and strategies to enhance customer satisfaction and drive continuous improvement in customer service delivery.
- Monitored and analyzed key performance indicators (KPIs) such as CSAT and NPS to evaluate customer service team performance and identify areas for improvement.
- Provided constructive feedback and coaching to customer service representatives to improve their communication skills, product knowledge, and problem-solving abilities.
- Collaborated with cross-functional teams to identify process inefficiencies and develop data-driven solutions to optimize workflows and enhance the overall customer experience.
- Conducted root cause analysis for customer complaints and escalations, and implemented corrective actions to prevent recurrence and ensure customer issue resolution.
- Designed and delivered training sessions on customer service best practices and quality assurance guidelines to ensure consistent service delivery across the team.
- Utilized quality monitoring tools and software to track and report on customer service quality metrics and trends, presenting findings to management for review.
- Developed and maintained comprehensive documentation of quality assurance processes, audit results, and improvement initiatives.
- Participated in regular meetings and huddles with customer service teams to provide insights and recommendations for continuous improvement in service delivery.
- Stayed up-to-date with industry best practices and trends in customer service quality assurance, implementing relevant strategies to elevate service standards.
Quality Analyst
Sutherland LRD
09.2019 - 01.2021
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Addressed non-conformance issues, pausing production to correct errors.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Analyzed quality and performance data to support operational decision-making.
Sales and Technical support agent
Sutherland
06.2018 - 09.2019
- Type of business or sector Services
- Walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and quickly troubleshot errors.
- Submitted service tickets for equipment maintenance requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Fielded average of [Number] inbound phone calls to deliver support and remotely resolve service issues.
- Documented support interactions for future reference.
- Activated accounts for clients interested in new services.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved issues with systems, hardware and telephones quickly and accurately.
Customer care agent
K Ltd
06.2017 - 06.2018
- Type of business or sector Services
Education
Bachelor's degree -
University of National And World Economy
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Professional High School of Tourism "Pencho Semov
Timeline
Senior Operations Analyst
Tide Ltd
10.2024 - Current
Senior Quality Assurance Analyst
Tide Platform - Bulgaria branch
02.2023 - 10.2024
Quality Assurance Analyst
Tide Platform - Bulgaria branch
02.2021 - 01.2023
Quality Analyst
Sutherland LRD
09.2019 - 01.2021
Sales and Technical support agent
Sutherland
06.2018 - 09.2019
Customer care agent
K Ltd
06.2017 - 06.2018
Bachelor's degree -
University of National And World Economy
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Professional High School of Tourism "Pencho Semov