MUHSIN ATASLI
Krakow,Poland
Summary
Results-oriented Quality & Training Leader with over 5 years of experience managing cross-functional teams, streamlining operations, and delivering high-impact training and quality initiatives across EMEA and APAC. Adept at driving performance improvement, aligning training and QA functions with organizational goals, and ensuring SLA/KPI adherence. Known for analytical thinking, stakeholder engagement, and a strategic mindset that fosters operational excellence and a high-performance culture. (Eligible to work without work permit inside the Poland territory)
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Training & Quality Manager
Genpact SP Z O O
Krakow, Poland
07.2024 - 05.2025
- Lead and coach a team of 12 FTEs across Training and Quality Assurance to deliver consistent, high-quality support across multiple processes.
- Develop and execute training strategies tailored to operational needs, driving improved agent performance and adherence to quality benchmarks.
- Partner with CXOs, Global Leaders, and Process Owners to ensure alignment of QA goals with business and customer success metrics.
- Oversee onboarding design, delivery, and evaluation for new hires, ensuring smooth ramp-up and knowledge retention.
- Own governance of KPIs and SLAs, performing root cause analyses and quality trend reporting to address underperformance.
- Lead & Present WBRs, MBRs, and QBRs with data insights, business impact narratives, and forward-looking action plans.
- Standardize training materials, SOPs, and quality rubrics to ensure cross-market consistency and scalability.
Training Lead (EMEA/APAC)
Genpact SP Z O O
Krakow, Poland
07.2022 - 06.2024
- Led an 10 FTES regional training team, managing onboarding, refresher training, and content optimization for diverse business lines.
- Conducted training needs assessments and built tailored programs targeting skill and knowledge gaps.
- Collaborated with stakeholders to refresh content based on market-specific signals, customer behaviour, and platform changes.
- Built a training effectiveness evaluation framework using feedback loops, assessment scores, and performance trends.
- Facilitated training innovation by introducing microlearning, blended learning, and scenario-based simulations.
- Developed agent readiness benchmarks and improved early-life performance through customized onboarding.
- Contributed to continuous improvement projects across training delivery, trainer performance, and agent feedback cycles.
Policy & Process Coordinator
Genpact SP Z O O
Krakow, Poland
10.2020 - 06.2022
- Acted as a key liaison between Client and internal teams for policy-related communication, ensuring resources were in place for consistent policy implementation.
- Monitored policy effectiveness, identified trends and potential issues, and proposed actionable solutions to enhance compliance and clarity.
- Collaborated with Training and Quality teams to align on policy interpretation, drive consistent enforcement, and support continuous improvement.
- Provided feedback to the Client, offered insights from frontline application, and contributed to policy development and updates.
- Proposed tool enhancements aimed at improving process efficiency and reducing AHT
Accounts Payable Team Lead
ACCENTURE SP Z O O
Warsaw, Poland
04.2019 - 08.2020
- Managed the full I2P process for an outsourced client, ensuring timely and accurate invoice handling.
- Led a team, monitored performance metrics, and maintained regular communication with the client.
- Verified invoice data, identified discrepancies, and coordinated with vendors for prompt resolution.
- Collaborated with the AP team on invoice coding, cost allocation, and payment scheduling using Oracle E-Business Suite.
- Prepared monthly cash forecasts for AP items and conducted supplier reconciliations to support accurate accruals and financial reporting.
Quality Analyst
ACCENTURE SP Z O O
Warsaw, Poland
03.2017 - 03.2019
- Perform analysis on quality trends and flag quality-related risks to the project leadership.
- Take vital steps to ensure quality metrics are met by assessing accurate samples and supervise process improvement initiatives.
- Investigate issues of inaccurate decisions to understand the root cause(s) and implement corrective steps to boost the quality.
- Track team reporting, present audit findings, provide feedback and coaching to agents to improve quality.
- Provide insights and innovative ideas to improve quality and collaborate with training team to help develop agent quality improvement plans.
Data Analyst
ACCENTURE SP Z O O
Warsaw, Poland
07.2015 - 03.2017
- Understanding and making decisions according to the defined Client Policies and Procedures.
- Interface effectively with other internal and Client teams.
- Identify inefficiencies/ improvement opportunities in workflows and suggest a solution.
- Recognize trends and patterns and raise issues timely.
Education
Bachelor Degree - Economics
Vistula University
09.2011 - 06.2014
Skills
- Team Coaching & Performance Reviews
- Cross-Cultural Team Leadership (EMEA/APAC)
- Stakeholder Management & Client Collaboration
- Train-the-Trainer (TTT) & Talent Upskilling
- Onboarding Program Design & Execution
- Instructional Design & Curriculum Development
- Learning Needs Analysis (LNA/TNA)
- Training Effectiveness Evaluation
- Blended Learning / Microlearning / LMS
- Quality Frameworks & Scorecard Governance
- Audit Monitoring & RCA (Root Cause Analysis)
- Gage R&R / Calibration Leadership
Leadership & People Management
Learning & Development
Quality Assurance & Operations
- SLA/KPI Monitoring and Optimization
- Process Documentation (SOPs/Playbooks)
- Business Reviews (WBR/MBR/QBR)
- Performance Dashboards & Data Storytelling
- Process Interpretation & Process Consistency
- Continuous Improvement Initiatives
- Change Management & Operational Alignment
- Google Workspace (Sheets, Slides, Docs)
- Microsoft Office Suite (Excel, PowerPoint, Outlook)
- LMS Platforms (Workday, Cornerstone, or similar)
- QA/Training Systems (internal or custom tools)
- Data Visualization Tools (eg, Tableau, Data Studio – if applicable)
Strategic Planning & Analytics
Tools & Platforms
Languages
Turkish
Native
English
Advanced (C1)
Certification
- Six Sigma Green Belt, [Genpact Sp. z o.o, [2023]
- Leadership Campus, Accenture Sp. z o.o., Apr 2019 – Oct 2019
- Managing Teams for Success, Accenture Sp. z o.o., Nov 2019 – Dec 2019
- Leading People Through Conversations, Genpact Sp. z o.o., Mar 2022 – Jun 2022
- Licence to Manage,, Jan 2023 – Jul 2023 Managing People Transitions, Genpact Sp. z o.o., Sep 2023 – Nov 2023
Timeline
Training & Quality Manager
Genpact SP Z O O
07.2024 - 05.2025
Training Lead (EMEA/APAC)
Genpact SP Z O O
07.2022 - 06.2024
Policy & Process Coordinator
Genpact SP Z O O
10.2020 - 06.2022
Accounts Payable Team Lead
ACCENTURE SP Z O O
04.2019 - 08.2020
Quality Analyst
ACCENTURE SP Z O O
03.2017 - 03.2019
Data Analyst
ACCENTURE SP Z O O
07.2015 - 03.2017
Bachelor Degree - Economics
Vistula University
09.2011 - 06.2014
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