At the Revolut Project, I conducted more than 550 monthly quality audits across KYC, customer onboarding, and customer support cases, maintaining an average 95% Quality Score. I reviewed interactions, documentation, and analyst decisions for accuracy and policy adherence.
I provided coaching and actionable feedback, supported and coached a team of 25 analysts, and served as a Point of Contact for quality queries and escalations. I also presented performance trends and improvement opportunities in WBR, MBR, and QBR meetings, and was recognized as the #1 performer for NPS and Quality for one year.
