Open to opportunities

nwart iskenian

@nwartiskenian

Message

Quality Assurance Specialist focused on compliance-driven customer support improvements.

Armenia

Message

What I'm looking for

I’m looking for a QA role where I can audit real-time customer support interactions, enforce compliance, and use data-driven insights to coach agents and improve operational performance.

I’m a results-driven Quality Assurance Specialist with over four years of experience spanning customer support, consultative sales, and quality verification ecosystems. At Digital Line, I was promoted to Verifier for my analytical capabilities, sharp attention to detail, and consistently high performance metrics.

In my current role, I execute systematic quality assurance audits on real-time customer support chat channels, evaluate agent interactions using structured internal frameworks, and identify workflow gaps, compliance risks, and procedural violations. I deliver actionable constructive feedback and targeted coaching, then share data-driven optimization strategies and policy recommendations to upper management—using tools like Jira, CRM, Reddy, and internal administration systems.

Experience

Work history, roles, and key accomplishments

Current

Verifier

Current

Digital Line

Jun 2026 - Present (1 month)

Conduct systematic quality assurance audits on real-time customer support chat channels to ensure compliance with standard operating procedures and service standards. Score agent performance, identify compliance risks, provide coaching feedback, and recommend data-driven process improvements to upper management.

Quality Assurance Compliance Monitoring Operational Auditing Performance Evaluation Process Optimization Coaching Jira CRM Reddy Service standards

Customer Support Specialist

Digital Line

Oct 2024 - Jun 2026 (1 year 8 months)

Handled high-volume multi-channel chat support, resolving complex account, payment, and technical disputes while maintaining strong customer satisfaction. Coordinated cross-functional investigations for escalated customer cases with engineering and administrative teams.

Customer Support Dispute Resolution Account Support Technical Troubleshooting Customer Satisfaction Escalation Handling Cross Functional Collaboration

Sales Representative

Trading Sphere

May 2021 - Oct 2024 (3 years 5 months)

Exceeded monthly sales targets through consultative selling and customer-focused communication. Identified customer needs, recommended products/services, maintained sales records in CRM systems, and built strong negotiation and relationship skills.

Consultative Sales Sales Strategy Needs Assessment Opportunity Conversion Sales Target Achievement Negotiation CRM Data Entry Communication Skills

Customer Service Associate

Agape Refectory

Jul 2020 - Jul 2021 (1 year)

Provided customer service in a fast-paced hospitality environment by managing orders, requests, and concerns to ensure a positive guest experience. Handled payments accurately, supported smooth daily operations with the team, and strengthened multitasking and problem-solving skills.

Customer Service Hospitality Support Order Management Guest Experience Multitasking Problem Solving