Irina Majar

Responsible for the day‐to‐day supervision of a group of 20‐22 content reviewers on multiple language markets, including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Effectively coach direct reports on their performance on a regular basis to ensure performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.

Ensure service delivered to our customers meets contractual Key

Performance Indicator (“KPIs”) and financial expectation.

Communicate expectations to employees and provide timely updates.

Provide subject matter expertise in handling escalated client cases as needed. Conduct team meetings to insure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. Stay current on internal work processes, policies and procedures. Attend required manager development training.

The position allows me to achieve several skills, one of the most important was the correct communication tone when you are delivering info remotely.

I achieved skill of correct interpretation of toleration theory, where and when we have to build the boundaries between the position hierarchy.

This role makes me want to grow up more, explore more ways to improve my skills, search for additional information, apply for courses, and upgrade my bases. Studying at this moment how to create SMART plans for attrition situations or how to improve the error rate of the project, and of course always respecting the projects AHT of the reviewing steps.

As quality we have several methods to improve the quality of the project.

To achieve quality goals, one of the activities would be to prepare and deliver tests to check the knowledge and deliver refresher trainings. We have to be able to organize our daily tasks, build the graphs of the activities, be able to calculate the precision and recall of error rate,

how to improve it, by creating the short and long term goals, discussing at team meetings our main drivers and the potential solutions. At the moment,

we are creating dynamic content, quizzes, individual coaching, side by side for the advisors. Approaching each of them, we have the chance to evaluate correctly all the incorrect answers or correct understanding of the motive of the errors. Quality positions make me feel proud of myself.

As a Quality Analyst for the Russian market team, I need to develop and execute test plan's objectives for the team of 15‐22 agents and guarantee that they are met. Together with my colleagues, implement and monitor test scripts, to assess functionality, reliability, performance and quality of the service, but also, identify and remedy defects within the production process.

EFAPE aesthetics school and professional specialization, Lisbon