Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Timeline
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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
11.2021 - 05.2025
  • 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
06.2019 - 10.2021
  • 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
11.2016 - 05.2019
  • 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
11.2013 - 09.2016
  • 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
10.2012 - 10.2013
  • 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
10.2008 - 06.2013

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
11.2021 - 05.2025

Project Specialist - Trainer

Accenture Services
06.2019 - 10.2021

Collections Support Associate / Analyst / Credit and Collections Senior Accountant

Accenture Services
11.2016 - 05.2019

Finance and Accounting Process Analyst / Specialist

Capgemini Poland
11.2013 - 09.2016

Intern in Flexible Benefit Team and Data Management Team

Aon Hewitt
10.2012 - 10.2013

Bachelor and Master Degree - Computer Science and Econometrics

University of Economics in Kraków
10.2008 - 06.2013

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Olga Jackowska