Olga Jackowska
Kraków
Summary
Quality-focused Senior Analyst with over 10 years of progressive experience in Quality Assurance, Customer Support Operations, Training, and Financial Services. Proven expertise in designing and executing QA evaluations, analyzing agent performance trends, and creating actionable insights that drive service excellence. Adept at cross-functional collaboration, team mentorship, and continuous process improvement. Recognized for strategic thinking, strong analytical skills, and high emotional intelligence in dynamic, data-driven environments
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work history
Quality Auditing Senior Analyst
Accenture Services
Cracow
2021.11 - 2025.05
- Conduct regular quality reviews of support interactions, ensuring compliance with internal standards and client expectations.
- Deliver feedback and coaching sessions to analysts based on QA findings, promoting service consistency and development.
- Analyze QA data to identify trends and risk areas; provide insights to stakeholders to enhance training and operational efficiency.
- Collaborate with Team Leads to support daily operations and manage quality initiatives.
- Contribute to the development of quality controls, supporting continuous improvement initiatives
Project Specialist - Trainer
Accenture Services
Warsaw
2019.06 - 2021.10
- Designed and delivered comprehensive training programs tailored to business needs, onboarding new analysts from recruitment to production.
- Partnered with QA and Operations teams to align training content with performance goals and quality standards.
- Created and led refresher sessions and upskilling initiatives to address performance gaps.
- Acted as primary point of contact for client training stakeholders, ensuring seamless communication.
Collections Support Associate / Analyst / Credit and Collections Senior Accountant
Accenture Services
Cracow
2016.11 - 2019.05
- Acted as Deputy Team Leader, supporting coordination of daily tasks and reporting performance metrics.
- Served as Subject Matter Expert in Marketing Credits, collaborating with clients to adapt processes and build QA controls.
- Supported transition and implementation of Collections processes in new delivery center; contributed to stabilizing procedures in a high-growth environment
Finance and Accounting Process Analyst / Specialist
Capgemini Poland
Cracow
2013.11 - 2016.09
- Delivered specialized reporting in Reinsurance, GL, and Claims management.
- Ensured service quality by supporting team members and handling client-specific tasks.
- Participated in high-impact projects aimed at improving finance processes and reporting accuracy
Intern in Flexible Benefit Team and Data Management Team
Aon Hewitt
Cracow
2012.10 - 2013.10
- Processed data verification and collection, organized data into spreadsheets, and contributed to the development of procedures and FAQs for client requests
- Delivered training to new team members, coordinated with Senior Analyst during scoping for new client departments, and managed customer queries in collaboration with cross-functional teams
Education
Bachelor and Master Degree - Computer Science and Econometrics
University of Economics in Kraków
Poland 2008.10 - 2013.06
Skills
Technical & Functional Skills
Quality Evaluation & Auditing, Process Improvement, Client communication and stakeholder engagement, Compliance assurance and process standardization, Training design, delivery, and onboarding
Soft Skills: Adaptability, Analytical
Thinking, Attention to Detail, Collaboration, Communication, Leadership
Support, Problem Solving, Time
Management
Languages
English
Fluent
Polish
Native
Turkish
Beginner
Affiliations
- Outdoor activity lover
- Puzzle enthusiast
Timeline
Quality Auditing Senior Analyst
Accenture Services
2021.11 - 2025.05
Project Specialist - Trainer
Accenture Services
2019.06 - 2021.10
Collections Support Associate / Analyst / Credit and Collections Senior Accountant
Accenture Services
2016.11 - 2019.05
Finance and Accounting Process Analyst / Specialist
Capgemini Poland
2013.11 - 2016.09
Intern in Flexible Benefit Team and Data Management Team
Aon Hewitt
2012.10 - 2013.10
Bachelor and Master Degree - Computer Science and Econometrics
University of Economics in Kraków
2008.10 - 2013.06