ana gakharia
@anagakharia
I improve customer-support quality, KPI performance, and team development across international BPO operations.
GeorgiaWhat I'm looking for
I've improved customer-support quality and team performance across Teleperformance and Majorel operations in Georgia and Spain. I use root-cause analysis, coaching, and structured training to sustain KPI growth and strengthen retention.
At Teleperformance, I provide individual coaching for a 200-FTE team, design new-hire training, and continuously adapt training content to close quality gaps. I also supervised 15 quality analysts, coaches, and trainers, delivering weekly performance reporting to client stakeholders.
At Majorel, I led quality and coaching teams in international environments, trained more than 200 new hires, and supported career development for teams of up to 30 people. I'm comfortable working remotely with distributed teams and international clients.
Experience
Work history, roles, and key accomplishments
Policy Trainer
Teleperformance Georgia
Mar 2024 - Present (2 years 5 months)
Provides targeted one-on-one coaching aligned to individual career development pathways, improving team retention. Conducts root-cause analysis on quality deviations and implements corrective actions sustaining quarter-on-quarter KPI growth.
Quality Assurance Assistant
Teleperformance Tbilisi
Nov 2023 - Mar 2024 (4 months)
Supervised a team of 15 quality analysts, coaches, and trainers for daily operational alignment and consistent standards. Monitored critical quality metrics and delivered structured weekly performance reports to client stakeholders.
Quality & Training Supervisor
Majorel Barcelona
Sep 2022 - Apr 2023 (7 months)
Provided strategic direction and daily supervision to quality analysts and coaching staff in an international setting. Generated weekly quality-metric reports for senior client stakeholders, supporting data-driven decision-making.
Quality Analyst (Coach) & Trainer
Majorel Georgia
May 2021 - Sep 2022 (1 year 4 months)
Delivered onboarding and upskilling training for new hires while tracking and improving team quality metrics. Identified root causes of quality deviations and implemented structured improvement plans supporting long-term KPI growth.
Quality Analyst (Coach)
Majorel Georgia
Sep 2020 - May 2021 (8 months)
Managed a team of content moderators and performed deep-dive quality analyses with data-driven feedback. Designed custom feedback tools and built personalized development plans for direct reports.
Content Moderator
Majorel Georgia
May 2020 - Sep 2020 (4 months)
Performed large-scale content moderation for a major social media platform, ensuring strict adherence to community guidelines and platform policies.
Education
Degrees, certifications, and relevant coursework
Georgian Institute of Public Affairs (GIPA)
Master of Arts, Environmental Studies and Politics
Pursued a Master of Arts in Environmental Studies and Politics.
Ilia State University
Bachelor of Business Administration, Management
Activities and societies: Exchange semester at University of Tuscia, Italy
Earned a Bachelor of Business Administration in Management, including an exchange semester at the University of Tuscia, Italy.
Tech stack
Software and tools used professionally
Availability
Location
GeorgiaAuthorized to work in
Job categories
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