At SKELAR’s Brighterly, I built the quality-control process from scratch for the Tutor-Oriented Support Team. I created a 100-point grading system, scorecards, an appeal process, and a Notion Knowledge Base for agents.
I lead calibration meetings, give actionable feedback to agents and team leads, and test new features with detailed feedback for engineers. I also help automate routine QC processes using AI tools.
Previously at SKELAR’s Howly/Legal Answers, I designed QC frameworks, cross-check workflows, training materials, and operational documentation. I audited customer interactions and AI-handled chats, tracked CSAT dynamics, and collaborated on prompt optimization.
My earlier customer-care and credit-specialist experience strengthened my ability to resolve complex inquiries, analyze recurring issues, and improve processes. I bring a structured, detail-focused approach to quality assurance and support operations.
