Daria Ershov

I’m a detail-oriented Quality Assurance and Customer Operations Specialist with hands-on experience in call center audits, SLA compliance monitoring, and customer complaint resolution. I focus on improving service quality by analyzing customer interactions and operational incidents to reduce business risk.

In my recent roles at ATD TECHNOLOGIES, I conducted multi-factor audits of customer communication channels against global quality standards and collaborated with support leads to refine quality criteria. I’ve also supported incident analysis, escalation workflows, response tracking, and performance against KPIs across omnichannel support (Live Chat, Email, Helpdesk).

Previously at Tellyou SRL, I performed structured QA assessments of support agents using evaluation rubrics and checklists, delivered feedback, and helped with agent onboarding and targeted training. I bring cross-functional communication, process standardization, and practical problem-solving to fast-paced remote environments.