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@viktoriyasalinas
Quality Assurance Analyst with expertise in customer support and audits.
As a Quality Assurance Analyst with extensive experience in the Russian market, I have honed my skills in ensuring top-notch quality and customer satisfaction. Currently at Cognizant Technology Solutions, I perform audits and deep dive analyses to identify areas for improvement, ensuring that our support team meets and exceeds customer expectations.
My background includes roles as a Senior Product Executive at YouTube and Facebook, where I managed escalations and provided multichannel support. I pride myself on my ability to build strong relationships with clients and deliver effective solutions to complex issues. My commitment to quality and attention to detail have consistently resulted in high-quality scoring and customer satisfaction.
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Work history, roles, and key accomplishments
Cognizant Technology Solutions
Dec 2022 - Present (2 years 11 months)
Responsible for assuring quality in the Russian market by performing audits, identifying weak points in customer support, and managing quality issues including training and reporting. Conducts deep dive and root cause analyses to improve program hygiene.
Cognizant Technology Solutions
Dec 2021 - Dec 2022 (1 year)
Represented the creator support team for YouTube, ensuring creator needs were met and handling escalations. Provided multichannel support with a focus on quality and customer relationship management.
Cognizant Technology Solutions
Oct 2020 - Dec 2021 (1 year 2 months)
Provided first-line account management for users of a global platform, resolving technical issues and ensuring customer satisfaction through detailed analysis and attention to detail.
Teleperformance
Oct 2018 - Jun 2020 (1 year 8 months)
Assisted clients with advertising tools and account management for Facebook, providing support via phone and written communication to resolve various issues.
Teleperformance
May 2017 - Oct 2018 (1 year 5 months)
Provided technical support for players on the Supercell platform, clarifying in-game issues and processing refunds.
Orey Financial
Jan 2011 - Jun 2012 (1 year 5 months)
Promoted and sold financial products in the Russian and Ukrainian markets, demonstrating excellent communication and problem-solving skills.
European Blue Flag Association
Jun 2009 - May 2010 (11 months)
Managed accounting tasks including client database management, salary processing, and financial reporting, ensuring compliance with quality standards.
Degrees, certifications, and relevant coursework
EQF Level 5, Accounting and Audit
1991 - 1993
Completed studies in Accounting and Audit, focusing on financial management and auditing principles.
EFA-PRO (Level 4) EQF Level 4, Accounting
Pursued studies as an Accounting Technician, covering topics such as fiscal technicalities, commercial law, financial reporting, and HR management.
Technical (Level 5) EQF Level 5, International Commerce
Studied international commerce at a technical level, focusing on corporate organizational techniques, business languages, teamwork management, international marketing, and financial operations.
EQF Level 6, Zoo Engineering
Studied Zoo Engineering, focusing on animal husbandry and agricultural practices.
Software and tools used professionally
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