Looking for a job

Madara Arberga

@madaraarberga

I lead customer experience operations, quality systems, training, and multi-market teams to improve service performance.

Latvia

Message

What I'm looking for

I'm looking to lead customer experience, operations, quality, or training teams where I can improve service performance, develop people, and translate executive strategy into effective daily execution.

I've led customer experience operations, quality assurance, and training across fast-paced international environments for more than 10 years.

At Telus Digital, I manage and mentor Quality Analysts, Trainers, and Team Leads while standardizing global quality procedures, improving feedback processes, and aligning local execution with executive priorities. My work has helped exceed client KPIs, earn performance bonuses, capture competitor market share, and support expansion into new regional markets.

Previously, as Training Manager at Telus Digital, I partnered with Operations on learning frameworks, designed soft-skills and product training, managed L&D budgets, and led trainer recruitment and assessment centers.

At Dive Latvija and Rimi Baltic Group, I managed customer-service projects, e-learning and onboarding initiatives, cross-functional groups, and retail operations. I bring a practical, data-driven approach to resolving quality gaps, strengthening teams, and turning business priorities into reliable daily operations.

Experience

Work history, roles, and key accomplishments

Quality and Training Manager

Telus Digital

Jan 2020 - Jan 2026 (6 years)

Managed and mentored teams of Quality Analysts, Trainers, and Team Leads. Implemented and optimized global quality assurance procedures, analyzed data to improve customer experience, and aligned local execution with executive priorities.

Quality Assurance Team Leadership Data Analysis KPI Optimization Change Management Stakeholder Management ServiceNow Workday LMS Tableau Asana Slack Microsoft Teams AI Operations Google Workspace Microsoft Office

Training Manager

Telus Digital

Jan 2019 - Jan 2020 (1 year)

Partnered with Operations to align learning frameworks with business targets. Designed and delivered soft-skills and technical training modules, managed L&D budgets, and set Trainer KPIs.

Training Design Soft Skills Training L&D Budget Management KPI Setting Assessment Centres LMS

Senior Project Manager

Dive Latvija

Jan 2015 - Jan 2019 (4 years)

Managed full project lifecycle for key accounts across 14 industries, directing approximately 25 active accounts simultaneously. Led project teams and delivered data-driven business recommendations to audiences of up to 200 participants.

Project Management Client Management Resource Planning Quality Assurance Executive Presentation Data Analysis

Training Specialist

Rimi Baltic Group

Jan 2014 - Jan 2015 (1 year)

Designed and launched group-wide e-learning modules, testing frameworks, and employee onboarding procedures. Facilitated cross-functional working groups on strategic initiatives and corporate social responsibility projects.

ELearning Design Onboarding Training Facilitation Cross Functional Collaboration Corporate Social Responsibility

Management Trainee & Acting Store Manager

Rimi Baltic Group

Jan 2013 - Jan 2014 (1 year)

Rotated across core business functions while managing retail store operations, inventory, cash handling, and staffing schedules. Promoted to Program Owner upon completion, managing and mentoring future retail store managers.

Retail Operations Inventory Management Cash Handling Staff Scheduling Mentorship Program Management