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
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
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