Andrey Zakharov

I’m a QA Specialist in customer support with 3 years of experience in the financial sector, combining hands-on support with quality assurance. I focus on handling customer complaints and escalations with the goal of timely, accurate resolution—while staying compliant with service standards and regulatory expectations.

At T-Bank (insurance division), I conduct QA reviews of customer interactions (around 10 daily), process regulatory complaints (~40 monthly, including Central Bank and Rospotrebnadzor), and ensure proper documentation and accuracy. I also perform root cause analysis on recurring issues, contribute to process improvement initiatives, and lead weekly quality review meetings with stakeholders—sharing actionable insights to improve customer experience and support operations.

Before that, as a Customer Support Specialist / Training Specialist at T-Bank, I mentored new employees, supported onboarding, and developed training materials for employee reskilling (3 major programs improved). I delivered customer support via live chat and phone for complex cases, and I’m now especially motivated by automation and efficiency—participating in an AI-driven support project to improve outcomes.