Available to hire
I’m a Quality & Operations professional with 9 years in customer service, audit accuracy, compliance monitoring, fraud detection, high-risk case investigation, and team leadership across global environments (Airbnb @ Foundever).
I’m skilled in performance analysis, process improvement, and stakeholder communication, turning QA insights into actions that strengthen compliance and operational trust.
Skills
Experience Level
Expert
Language
English
Fluent
Russian
Fluent
Work Experience
Quality Team Lead at Foundever
May 1, 2025 - PresentLed a cross-functional team of 31 Quality Analysts across Safety, Claims, Social Media & Regulatory workflows; oversaw daily QA operations ensuring compliance and scoring accuracy; coached analysts through 1-on-1 sessions, calibrations, and performance reviews; analyzed weekly and quarterly QC data to identify trends and process gaps; partnered with Operations and client stakeholders during WBR/MBR/QBR/ABR reviews; co-created global evaluation forms improving scoring consistency; maintained dashboards for real-time compliance and QA visibility; reviewed suspicious behaviour patterns and enforced compliance controls aligned with risk frameworks.
Quality Analyst at Foundever
May 1, 2023 - May 1, 2025Conducted 40+ weekly audits ensuring adherence to policy and QA standards; delivered targeted workshops improving professionalism, communication, and compliance; provided data-based feedback during pilot testing of new quality frameworks; produced weekly error reports with root-cause analysis; delivered refresher sessions for analysts with repeated compliance issues.
Urgent Support Specialist at Foundever
November 1, 2021 - April 1, 2023Handled high-risk global incidents requiring rapid decision-making; partnered with regional teams to execute real-time safety protocols; earned 3× Employee of the Month & 2× Employee of the Quarter.
Safety Advisor at Foundever
June 1, 2020 - October 1, 2021Mediated complex safety and fraud cases, maintaining ~90% satisfaction; prevented financial losses through policy-based investigation.
Insurance Claims Handler at Foundever
February 1, 2020 - May 1, 2020Managed and investigated fraud-related and property-damage claims with 100% on-time closure.
Senior Technical Support Specialist at Conduent
July 1, 2018 - July 1, 2019Delivered structured troubleshooting and cross-team case investigation.
Sales System Developer & Trainer at Vimpelcom
May 1, 2014 - January 1, 2015Trained teams on CRM systems and compliance workflows.
Front Office Specialist at Vimpelcom
October 1, 2012 - April 1, 2014Provided customer support and maintained top accuracy scores.
Education
Bachelor's Degree in Advertising at Irkutsk State University
January 1, 2009 - January 1, 2014Qualifications
Industry Experience
Software & Internet, Media & Entertainment, Telecommunications, Professional Services, Travel & Hospitality
Skills
Experience Level
Expert
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