Irini Paloglou Spiraki
Quality Assurance Supervisor
New Philadelphia,Athens
Summary
Quality assurance professional with substantial background in overseeing and improving quality control processes. Proven track record in enhancing service quality and reliability through meticulous testing and process optimization. Strong focus on fostering team collaboration and adapting to evolving project requirements to ensure top-notch results. Adept at leveraging analytical skills, problem-solving abilities, and leadership to drive continuous improvement.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
Quality Assurance Supervisor
Mellon Technologies
11.2023 - Current
- Collaborate with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Give recommendations for process improvements based on the customer experience and feedback
- Design quality rules and guidelines to achieve the highest performances with team managers
- Boost customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Designing and scoring quality monitoring and evaluations forms
- Contribute to new product development projects by providing expertise on quality requirements during design and production stages.
- Identify opportunities to automate and streamline quality assurance processes and suggest software solutions to achieve the same
- Track and report on quality assurance trends, analysis results, and align metrics to meet client requirements
- Collaborate with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Analyze data from quality metrics to identify trends and opportunities for improvement, driving targeted action plans based on findings.
- Promote a positive work environment by fostering open communication, recognizing individual achievements, and supporting teamwork within the Quality Assurance department.
- Conduct regular training and coaching sessions for team members to improve their skills and knowledge
- Foster a culture that values quality, process excellence and continuous improvement
- Serve as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Support the successful launch of new products or services by collaborating closely with other departments on training requirements and process updates.
Associate Quality Analyst
Nexi Greece
04.2016 - 10.2023
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Participated in cross-functional projects aimed at improving overall business operations within the call center environment.
- Established strong relationships with key stakeholders, ensuring alignment of quality objectives and ongoing support for improvement initiatives.
- Assisted with the implementation of new software tools, increasing overall productivity within the quality assurance department.
- Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
- · Analyzed NPS & C-Sat scores, and investigated customer complaints thoroughly, resulting in prompt resolutions and improved client relationships
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Boosted first contact resolution rates with thorough analysis of calls and continuous agent training.
Customer Service Team leader / Acting supervisor
First Data Corporation
08.2008 - 04.2016
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Coached, motivated trained and guided employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices
- SLAs monitoring, upholding the standards of the service and ensure adherence to all the stated terms
- Utilized strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives
- Responded appropriately to customer complaints and handled complex calls
- Exercised strong interpersonal communication skills with customers and department personnel
- Created and managed team schedules
- Managed and motivated employees to be productive and engaged in work.
Customer Service Agent
First Data Corporation
12.2005 - 08.2008
- Handled 70+ customer interactions per day, giving detailed, personalized polite and efficient services to ensure customer retention and satisfaction
- Improved team performance by sharing best practices, tips, and techniques for effectively managing customer interactions.
- Identified customers' needs, clarified information, researched every issue and provided solutions and/or alternatives
- Responded to customer inquiries and requests and resolved issues efficiently and professionally
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Consistently met or exceeded monthly performance metrics for call quality, adherence to schedule, and efficiency.
- Recognized as a top performer among peers due to consistently exceeding expectations for call quality and customer satisfaction scores.
- Assisted in training new hires on company policies, systems, and call handling procedures to ensure seamless integration into the team.
Agriculturist
Ministry of Agricultural Development and Food
08.2004 - 09.2005
- 3rd Community Support Framework Programs' Management
- Evaluation and selection of proposals regarding Land Reclamation Projects
- Researched emerging innovations within the field of agricultural engineering, staying up-to-date on industry trends for continuous improvement efforts.
Agronomist Adviser
Prostasia - Zairis Company of Fumigation and Disinfection
02.2002 - 04.2004
- Researched and analyzed pesticide efficacy and made adjustments to application management.
- Contributed to a safe working environment by adhering to established safety protocols and participating in regular training sessions.
Education
MSc - Environmental Engineering
Agricultural University of Athens
Natural Resources Management & Agricultural Engineering
Agricultural University of Athens
Skills
- Quality control management
- Corrective action planning
- Six sigma methodologies
- Cross-functional teamwork
- Customer complaint handling
- Problem-solving skills
- Customer service
- Quality improvements
- Detail-oriented
- Analytical thinking
- Teamwork and collaboration
- Multitasking
Languages
Greek
Native language
English
Proficient
C2
French
Upper intermediate
B2
Certification
- Six Sigma Green Belt Certification (SSGB) - International Association for Six Sigma Certification.
- Data Analyst , 2021, E-learning National and Kapodistrian University of Athens
Timeline
Quality Assurance Supervisor
Mellon Technologies
11.2023 - Current
Associate Quality Analyst
Nexi Greece
04.2016 - 10.2023
Customer Service Team leader / Acting supervisor
First Data Corporation
08.2008 - 04.2016
Customer Service Agent
First Data Corporation
12.2005 - 08.2008
Agriculturist
Ministry of Agricultural Development and Food
08.2004 - 09.2005
Agronomist Adviser
Prostasia - Zairis Company of Fumigation and Disinfection
02.2002 - 04.2004
Natural Resources Management & Agricultural Engineering
Agricultural University of Athens
MSc - Environmental Engineering
Agricultural University of Athens
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Training
- Introduction to Blockchain technology in Financial Services, 09/2021, E-learning National and Kapodistrian University of Athens
- Executive Report & Dashboard to Analyze Results Today, 06/2019, Udemy Online Courses
- Microsoft Excel - Advanced Excel Formulas & Functions, 12/2018, Udemy Online Courses
- Customer Satisfaction & Handling Complaints using the ISO 10002 standard, 12/2017, TUVHellas
- Telephone Communication Techniques, 04/2012
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