Viktor Stoianov

Led a team of 14+ Quality Assurance Managers, providing direction, coaching, and support on complex quality and operational cases. Owned monthly team KPIs and drove process improvements to enhance service delivery and consistency.

Evaluated customer interactions against company policies and quality standards, delivering coaching and feedback to support agents. Identified quality gaps and recommended workflow changes to support compliance and continuous improvement.

Supported customers through live chat and email in a high-volume environment, resolving disputes and service issues while meeting performance targets. Built a foundation in customer service that informed later quality and leadership roles.

Supported customers in English by phone, chat, and email, resolving issues and providing individualized solutions.

Managed client projects, adapted recorded video for target platforms, and reviewed deliverables against client requirements.

Completed high school education in Sofia, Bulgaria, graduating in 2019.