Open to opportunities

wayara samson

@wayarasamson

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Operations and IT professional specializing in QA, training, and systems administration.

Kenya

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What I'm looking for

I seek a role combining QA, training, and IT operations where I can lead compliance-focused programs, mentor staff, drive process improvements, and implement scalable systems.

I am a versatile operations and IT professional with hands-on experience in IT support, systems administration, quality assurance, and regional training. I have managed Windows and Linux environments, ERP support, network administration, and compliance enforcement across multiple offices.

As a Quality Assurance and Training Manager I design and deliver compliance-focused training (FDCPA, HIPAA, GDPR), implement standardized QA protocols, and lead process improvement initiatives including automation and cross-office calibration. I supervise regional training officers and maintain SOPs, training manuals, and QA checklists while reporting outcomes to leadership.

Earlier roles as an IT Executive, System Administrator, team leader, and MIS coordinator strengthened my technical troubleshooting, account management, reporting, and people-management skills. I bring a positive attitude, analytical thinking, and experience onboarding and coaching staff to improve performance and reduce risk.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Manager

Current

United Legal Group

Apr 2023 - Present (2 years 11 months)

Established and enforced standardized QA protocols and compliance (FDCPA, HIPAA), conducted audits across regions, and delivered training programs that reduced compliance risk and improved quality metrics.

Quality Assurance HIPAA SOPs Audit Reporting Process Improvement Cross Functional Collaboration

Information Technology Executive

Technobrain BPO

Jan 2021 - Apr 2023 (2 years 3 months)

Maintained and supported IT infrastructure and end-user services, implemented security and backup protocols, and managed system documentation and vendor procurement to improve uptime and support responsiveness.

Systems Administration Network Management Windows Linux Backup Vendor Management

Quality Assurance Lead

Finley Collection Africa

Dec 2019 - Jan 2020 (1 month)

Managed QA for collections calls and compliance, led hiring and onboarding, and delivered coaching that improved agent performance and adherence to quality standards.

Coaching Recruitment Compliance Monitoring Customer Relations Performance Tracking

Team Leader / MIS Officer

Finley Collection Africa

Dec 2019 - Jan 2020 (1 month)

Led collections team to meet daily targets, managed loan balances and lead allocations, and prepared MIS reports and incentive payroll documentation to support recovery operations.

Team Leadership Collections Management MIS Data Entry Reporting

Debt Collector

Gilchery Skip Trace Ltd

Jan 2019 - Aug 2019 (7 months)

Conducted outbound collection calls, updated client records and payment information, and resolved customer issues to recover outstanding debts.

Collections Outbound Calling Customer Service Data Entry Account Reconciliation Dispute Resolution

Debt Collector

Quest Holding Ltd

Oct 2018 - Dec 2018 (2 months)

Followed up with defaulters, handled complaints, and maintained accurate account and payment records to support recovery targets.

Collections Account Updates Payment Tracking Communication

System Administrator

Kapkatet Sub-County Hospital

Jan 2017 - Aug 2017 (7 months)

Installed, configured, and maintained hospital IT systems and networks, managed user accounts and access, and provided technical support and training to staff to ensure reliable operations.

Systems Administration Windows Linux Maintaining Networks Technical Training

Education

Degrees, certifications, and relevant coursework

St. Teresa's Opanga Secondary School

Kenya Certificate of Secondary Education, Secondary Education

Completed the Kenya Certificate of Secondary Education (KCSE) with coursework covering general secondary education subjects.

Kogola Primary School

Kenya Certificate of Primary Education, Primary Education

Completed the Kenya Certificate of Primary Education (KCPE), providing foundational general education.

University of Kabianga

Bachelor of Science, Information Technology

Completed a Bachelor of Science in Information Technology focusing on systems administration and IT support topics relevant to enterprise environments.