Katarzyna Iwulska
Warsaw,14
Summary
Dynamic QA Analyst with extensive experience at MoneyGram, adept at enhancing compliance processes and mentoring teams. Bilingual in English and French, I leverage my detail-oriented approach and analytical skills to drive continuous improvement and optimize quality assurance methodologies, ensuring alignment with AML/KYC standards and fostering a culture of excellence.
Overview
9
9
years of professional experience
Work History
QA Analyst II
MoneyGram
08.2020 - 05.2025
- Acted as an auditor for Compliance line of business with main focus on AML/KYC, ECDD, Sanctions, Anti-Fraud processes, that included, but were not limited to: monitoring and reviewing transactions, cases and interactions, working on appointed alerts, reporting unusual activity, obtaining necessary documentation, running quality checks and providing feedback
- Adjusted internal policies and rewriting existing procedures to ensure all information is consistent with compliance policies and internal due diligence regulations and standards
- Acted as main point of contact for appointed outsource partners on behalf of QA management
- Managed defect process, ensuring clear communication with stakeholders regarding issue status and resolution timelines.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
- Encouraged adoption of best practices among team members, OS employees, leading workshops and training sessions on relevant topics.
- Acted as a liaison between quality development, project management, customer support, and OS partners.
- Prepared detailed reports from raw data to communicate outcomes of quality activities and creates presentations to present to any and all levels of management and outsource.
- Leveraged root cause analysis techniques to identify recurring issues and drive long-term solutions within the development process.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Created and revised procedures, checklists and job aids to reduce errors.
- Analyzed quality and performance data to support operational decision-making.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
- Developed and maintained partnerships with all levels of hierarchy at our internal and outsource locations by conducting monitor sessions and calibration meetings with the purpose of identifying areas of opportunity.
- Monitored evaluations created by internal QA
- Led calibration sessions, dispute meetings, and trend discussions with supervisor groups and outsources teams within Product LOB
- Trained and assisted new team members
- Provided support to the outsourcing company in El Salvador during the business travel - I was acting as an advisor for the newly created front line team, evaluating the team members, giving them the feedback and helping them in the real time on site.
QA Specialist
Groupon
02.2020 - 06.2020
- As The Quality Assurance Specialist I was directly contributing to the ability of the quality organization to provide valuable and actionable data to all parts of the business, which helped the company drive improvements in the customer and merchant experience. As part of the quality team, this role was responsible for monitoring transactions for both Customer Service and Merchant Services and identifying critical opportunities for improvement from three perspectives - the end user -customer/merchant, the business (Groupon) and compliance. During my work I was evaluating an assigned quantity of transactions based on criteria and standards developed and maintained by the Groupon Quality Organization. I was acting as Country gauge covering French market during the calibration process and I was taking an essential part during the SOP's creation/translation ( English - French, French -English)
- Completed assigned business level evaluations based on defined scoring criteria, using RevealCX
- Completed new hire training - nesting - and evaluations as required
- Completed additional evaluations as required - training, pilot, sites
- Participated in calibration and meet minimum thresholds (using RevealCX)
- Assisted with daily sample allocation tracker as assigned to ensure a random sample is generated daily and assigned to all QAs
- Acted as a Gauge - i.e. country Gauge (French market) as assigned /or Groupon SSC team leaders and vendor QAs/ team leaders as required - set up session,scored as the Gauge, reviewed results, sent written summaries, conducted additional sessions, drove action plans by using RevealCX
- Reviewed disputes per the SOP to validate each dispute
- Acted as the backup country Gauge - as needed - UK & US Market
- Submitted Red Alert Issues according to the SOP
- Reviewed red alerts per the SOP as assigned, confirmed errors and notified appropriate management and/or took adequate action
- Participated in additional projects assigned by QA TL or QA Manager
- Provided support for our outsourcing company in Senegal and Morocco - I spent 5 weeks in November/ December 2019 acting as a trainer/auditor with French language in Casablanca during the ramp- up of the new OS agents.
RT Specialist
Groupon
06.2017 - 02.2018
- I was responding to all Merchant and Individual Clients emails and phone calls assuring that the customers' queries were resolved adequately to the internal processes in timely and
consistent manner. I was working actively as a liaison between the departments to address any cross departmental issues affecting both the customers and Product suppliers. I was providing the translations when it was needed.
CS Resolution Specialist
Groupon
06.2016 - 07.2017
- Optimized internal processes by identifying gaps in existing workflows and proposing feasible improvements.
- Developed a comprehensive knowledge base that enabled faster access to relevant information during support calls.
- Collaborated with team members to identify and address common customer pain points, leading to improved overall service quality.
- Created detailed case documentation to facilitate seamless handover of ongoing issues between team members.
- Supported French customers by providing helpful information, answering questions, and responding to complaints. I was the front line of support for clients and customers and I was
helping ensure that customers are satis/ed with products, services, and features. Also, I was taking care of the translations from English to French and vice versa.
Education
Licentiate - Faculty Romance Philology Specialization French
Jagiellonian University Cracow
Krakow, Poland10-2015
Skills
- English C1
- French C1
- Spanish B2
- able to adapt to a new environment, eager to learn and always eager to meet the challenge head on
- curious, detail-oriented
Accomplishments
- I had the highest scores when I was working as FL and when I was working as Merchant agent
- I had the highest score related to the customer experience on French market in the entire company
- I provided the training in two foreign sites - in Casablanca and in El Salvador - for 2 different companies.
- I am able to learn, teach and support.
Languages
French
Advanced (C1)
Timeline
QA Analyst II
MoneyGram
08.2020 - 05.2025
QA Specialist
Groupon
02.2020 - 06.2020
RT Specialist
Groupon
06.2017 - 02.2018
CS Resolution Specialist
Groupon
06.2016 - 07.2017
Licentiate - Faculty Romance Philology Specialization French
Jagiellonian University Cracow
Similar Profiles
Angela WrightAngela Wright
Product Communications Analyst III at MONEYGRAMProduct Communications Analyst III at MONEYGRAM
GAURAV VARSHNIGAURAV VARSHNI
Incident Manager - IT Operation Analyst II at MoneyGramIncident Manager - IT Operation Analyst II at MoneyGram
Kelsi TeakellKelsi Teakell
Senior Product Manager at MoneyGramSenior Product Manager at MoneyGram