Cycling
Leon Machaka
Quality Manager
Warsaw,14
Summary
Results-driven Quality Manager with extensive experience leading and coaching teams to deliver high-quality results across multiple locations. Skilled in identifying and addressing risks, streamlining processes, and driving customer satisfaction through data analysis. Strong leadership and performance management abilities, with a focus on talent development, client management, and continuous improvement. Proficient in Excel, PowerPoint, and Word, with a data-driven approach to problem-solving and a proven ability to manage remote teams effectively under pressure.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Quality Manager
Foundevever Poland
Warsaw, Mazovia
11.2024 - Current
- Providing training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Updating quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Leading, developing, and coaching a team of analysts to deliver consistent results across
teams/locations in line with agreed quality standards. - Ensuring any gaps or risks are identified and addressed quickly and effectively and escalated appropriately, including NH training and knowledge gaps.
- Reviewing, developing, and streamlining quality procedures and ensuring these are effectively
communicated across all teams/locations. - Driving customer satisfaction and customer journey processes through data analysis and providing
insightful feedback back into the sites and operational leads. - Partnering closely with senior management and the client to drive the delivery of key projects to
continually improve our quality standards and the customer experience. - Providing regular reporting to senior management and the client and participating in
monthly/quarterly business review meetings. - Overseeing customer satisfaction analysis process, reporting and providing solutions and process
improvements - Holding regular internal and external calibration/coaching sessions to ensure alignment.
- Undertaking formal quarterly performance reviews and 1:1 meetings with direct reports against KPIs
and setting appropriate objectives for Quality Analysts. - Overseeing and coaching QA analysts to meet their productivity and KPI goals
- Direct involvement in the recruitment, selection induction, and ongoing skills development for all
direct reports, ensuring we attract and retain the best talent. - Ensuring an in-depth knowledge and understanding of the needs of the customer and client,
associated regulations, and our operating standards. - Carrying out regular audits/monitoring of quality processes and documentation to ensure
compliance and consistency across teams/locations. - Managed and archived quality documentation and participated in internal and external quality audits.
Quality Analyst
Foundever
Warsaw, Mazovia
07.2023 - 09.2024
- Conducted thorough root cause analyses on recurring errors, resulting in the implementation of effective corrective actions that resulted in a significant reduction in recurring errors.
- Evaluated 50 interactions (Calls, emails, chats) and provided feedback to Agents weekly based on their interactions
- Took part in weekly internal and external calibration sessions for universal alignments with the client.
- Supported departmental goals through participation in cross-functional teams aimed at improving overall business performance.
- Provided detailed reports on quality metrics to Quality Management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Facilitated open communication among team members, fostering a collaborative environment conducive to continuous learning and improvement.
- Developed and maintained quality assurance procedure documentation.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
Mentor/Coach
Foundever
Warsaw, Mazovia
10.2022 - 06.2023
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Evaluated New Hires and low performing interactions and delivered coaching and feedback based on findings.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Conducted regular one-on-one coaching sessions to address individual development needs, improving overall performance.
- Enhanced mentee performance by providing personalized guidance and support.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Regularly assessed progress and provided feedback to support continued development.
- Continually assessed own mentoring performance, seeking feedback from peers and mentees to ensure ongoing personal and professional growth.
Customer Service Professional
Foundever
Warsaw, Mazovia
12.2021 - 10.2022
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction via phone, email, and chat.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders, and pricing needs.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Boosted sales revenue by skillfully promoting diverse service options.
- Participated in ongoing professional development programs to stay current on emerging technologies, tools, and techniques within the field of customer service.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 20 customers each day.
- Recognized by management for consistently surpassing performance targets and demonstrating a strong commitment to the organization''s customer-centric values.
Education
Bachelor of Science - Business Management
Vistula University
Warsaw, Poland 10.2021 - 07.2024
Skills
Quality management systems
Problem-solving
Quality training
Proficient in Written and Verbal Communication
Proficient in Managing Diverse Teams
Performance Management Expertise
Client Relationship Management
Analytical Data Analysis
Proficient in Excel and PowerPoint
Calmness Under Pressure
Interests
Fitness
Rugby
Timeline
Quality Manager
Foundevever Poland
11.2024 - Current
Quality Analyst
Foundever
07.2023 - 09.2024
Mentor/Coach
Foundever
10.2022 - 06.2023
Customer Service Professional
Foundever
12.2021 - 10.2022
Bachelor of Science - Business Management
Vistula University
10.2021 - 07.2024