Илья Ткаченко - Резюме QA

July 2016 — September 2022 6 years 4 months Сбер rabota.sber.ru/ Financial Sector • Banking Quality assurance expert Collecting statistics and creating behavioral performance and quality reports to guide contact center quality control areas, to identify the strengths and weaknesses of the company. Creating processes that increases the percentage of solutions of customer problems within the first call (first call resolution). Creating a methodology, training the quality controllers to improve the service provided. Identification of business needs, and writing a business requirements and technological tasks for the further development of an intelligent quality assessment system within contact centers. Solving problems with products or services to retain customers and increase their loyalty. Support and guidance of pilots in contact centers in new promising areas. Creating a diverse reporting, participation in Gemba to identify bottlenecks in existing processes, and inconvenience for employees. June 2014 — June 2016 2 years 1 month ООО ЯМ! РЕСТОРАНТС ИНТЕРНЭШНЛ РАША СИ АЙ ЭС Team member I worked at all stations of the restaurant with the fulfillment of all duties and standards: hall, kitchen (finished product area, raw product area), cash desk, issuance, sorting and accounting of warehouses, washing, etc.

Incomplete higher 2016 Volgograd State Technical University, Volgograd Information technology, Programming in computer systems

Skills Responsibility MS Office ARIS miro Development of technical specifications Negotiation Teamwork Atlassian Jira Organizational skills Development of regulations Adobe Photoshop Setting tasks to developers Team management Project documentation Human resource management Staff training Producing a presentation Staff motivation Business process modeling Business process optimization Atlassian Confluence Business analysis Data analysis Figma

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About me As an Expert in the Сбер Contact Center, I was involved in the business implementation of the intelligent quality assessment system program, adaptation and training of employees to work in it. In total, over a year of using the software, we saved more than 10,000 man-hours of resources for the Contact Center, and also brought the level of satisfaction from 40% to 70% among employees.
I am easy to learn, non-confrontational, favoring the Genba approach where applicable. I strive to fully understand business processes in order to know exactly my contribution and impact on the company, as well as to find bottlenecks that can be improved.