Lilia Furtuna

I am a highly motivated and detail-oriented professional with a strong foundation in quality assurance, education, and call center operations. My experience includes monitoring call performance, developing feedback systems, and ensuring compliance with internal quality protocols. I possess excellent written and verbal communication skills in both English and Romanian, which have been instrumental in my roles.

Throughout my career, I have demonstrated my ability to enhance operational efficiency and customer satisfaction. As a Call Quality Assurance Specialist, I applied detailed frameworks to analyze calls, providing constructive feedback and coaching plans that optimized agent performance. My role as a Teacher of English Language allowed me to implement effective teaching methodologies, resulting in improved student engagement and measurable progress in language proficiency.