About Anastasiia
🚀 Senior Quality Assurance & Insights Analyst with 3.5+ years of experience helping global projects improve customer experience, compliance, and operational performance.
What I Do Best
✅ Quality Assurance – Reviewing & analyzing calls/chats/emails for compliance, CX, and productivity.
✅ Data Analysis & Reporting – Building dashboards and KPI reports to track performance and highlight trends.
✅ Actionable Insights – Translating QA findings into clear recommendations for coaching, training, and process improvements.
✅ CII & AI Tools – Familiar with speech-to-text, sentiment analysis, and interaction analytics.
✅ Stakeholder Communication – Experienced in working with international, multicultural teams and presenting insights to clients.
📊 Tools & Platforms
QA Tools: GCases, QPlus
Data & Reporting: Excel, Power BI (developing), Google Looker Studio
Collaboration: Notion, Jira, Trello
Familiar with CII concepts (CallMiner, NICE, Gong, etc.)
🌟 Why Work With Me?
I bring both detail & big-picture thinking: not just identifying issues, but also proposing solutions.
Proven experience on high-profile global projects through leading vendors.
A balance of professional expertise + approachable, collaborative style.
📩 Let’s work together to improve quality, strengthen compliance, and elevate customer experience with data-driven insights!
English
Native or bilingual
Ukrainian
Native or bilingual
Russian
Native or bilingual
Portuguese
Conversational
Can work on-site
London (up to 50km)
Experience
- Tech Mahindra (Google Project)Senior Quality Assurance AnalystTECHJanuary 2022 - Today (4 years and 5 months)✅ Conducted in-depth QA analysis of calls, chats, and emails, ensuring compliance with policies, quality standards, and customer experience best practices.✅ Created and maintained KPI reports and dashboards to track trends, measure agent performance, and support decision-making for stakeholders.✅ Collaborated with cross-functional, multicultural teams to provide insights and recommendations for training, coaching, and process improvement.✅ Supported implementation and testing of AI-driven tools (speech-to-text, sentiment analysis, translation tools) to enhance efficiency and accuracy in QA.✅ Took on leadership responsibilities, coordinating quality processes and acting as a key point of contact for part of the project.
- Accenture ( Meta Project )Social Media Quality AnalystJanuary 2019 - January 2021 (2 years)
- Educating clients on the product's features and functionality
- Representing the Lisbon site in global meetings with the client
- Managing a team of 15 people
- Managing and enhancing customer relationships Publish quality trends, feedback, improvement, and enhancement
- FujitsuICT Helpdesk AgentTECHJanuary 2016 - January 2018 (2 years)
- Providing technical support
- Take ownership and responsibility for the customer's issues
- Deliver exceptional customer service across multiple communication channels Finding solutions to unique client issues
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Education
- Bachelor of Romance and Germanic LanguagesThe National University of Ostroh Academy2015Bachelor of Romance and Germanic Languages
- Computer Graphic DesignComputer School "STEP"2014Computer Graphic Design
Certifications
- Google Project Management Professional CertificateCoursera2024