Lilla Herman
@lillaherman
I drive QA calibration and data-driven quality operations to improve automation accuracy.
IrelandWhat I'm looking for
I’m a data-driven Quality Assurance and Quality Operations Specialist with over 4 years of dedicated QA experience in the tech sector. I bring a strong foundation in high-level customer relations and I’m known for standardizing evaluation frameworks and driving calibration practices across partners.
In my current role (contract via Otonomee), I’m embedded in ÕURA’s internal QA organization and drive cross-functional alignment across 3 international BPO partners. I designed and executed calibration practices that improved grading consistency and reduced appeal rates, and I partnered with Engineering to identify system gaps in AI-driven support.
I also lead quality operations for a 200+ agent site, maintaining 100% QA alignment on Live Chat/Email and 97% DSAT. As primary QA Lead for Tier 2 escalation queues, I cover safety, fraud, warranty, and chargebacks, while using data-driven deep dives with AI-based CX metrics to identify operational risks and performance root causes.
Previously at Apple, I served as a Compliance SME executing strict audits of regulated customer interactions to ensure scoring and legal accuracy. I’ve led cross-team calibration assessments, delivered data-driven insights and actionable coaching, and—earlier in my Apple career—supported agreement administration, peak-period grading, and change management for internal enterprise tool transitions. My professional ethos is simple: rigorous evaluation, clear feedback loops, and continuous improvement that makes teams and systems better.
Experience
Work history, roles, and key accomplishments
Drove cross-functional alignment across three international BPO partners to standardize evaluation frameworks. Designed calibration practices, provided structured engineering feedback to improve AI-driven support accuracy, and analyzed AI-based CX metrics to identify operational risks.
Quality Analyst
Otonomee
Jun 2024 - May 2025 (11 months)
Managed quality operations for a 200+ agent site, maintaining QA alignment on live chat/email and supporting DSAT performance. Served as primary QA lead for Tier 2 escalation queues and led calibration and onboarding frameworks to improve grading consistency and time-to-proficiency.
Conducted targeted QA evaluations and KPI analyses to support performance improvements and data-informed decision-making. Acted as Compliance SME for strict audits of regulated customer interactions and participated in cross-team calibration to drive grading consistency.
Provided technical support for iOS, watchOS, and Health Support while following internal procedures for handling sensitive information. Supported operational compliance within the Health Support support level workflow.
Upheld team-wide quality standards by evaluating regulated interactions and providing peak-period grading support. Led onboarding and policy training, served as POC for SACS late shift support, and supported internal enterprise tool transitions through change management and documentation updates.
Retail & Travel Roles
TUI Holiday Store & Shaws & Sons Ltd.
Jan 2017 - Jan 2019 (2 years)
Held retail and travel roles at TUI Holiday Store and Shaws & Sons Ltd. Limited role details were provided beyond the job title group and company.
Managed service requests in a customer service capacity. Limited role details were provided beyond the job title and company.
Customer Service & Hospitality Roles
InterContinental & Four Seasons Hotels
Jan 2011 - Jan 2016 (5 years)
Worked in customer service and hospitality roles including front desk shift leadership and guest relations. Limited role details were provided beyond the job title group and company.
Education
Degrees, certifications, and relevant coursework
Budapest Business School University of Applied Sciences
Master of Arts, Tourism Management
2012 - 2015
Grade: 4.37
Economist (Master of Arts) in Tourism Management, completed at Budapest Business School University of Applied Sciences, with a grade of 4.37.
Budapest Business School University of Applied Sciences
Bachelor of Tourism and Catering, Tourism and Hotel Management
2008 - 2012
Economist (Bachelor of Tourism and Catering) in Tourism and Hotel Management at Budapest Business School University of Applied Sciences.
LinkedIn Learning
Coaching Skills for Leaders and Managers, Coaching
2025 -
Completed Coaching Skills for Leaders and Managers (LinkedIn Learning), noted as NASBA & PMI certified.
Availability
Location
IrelandAuthorized to work in
Job categories
Skills
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