ISIL EROL

Quality Analyst / Trainer

Quality Analyst / Trainer with 5+ years of experience in multinational environments, specializing in quality assurance, data analysis, and process improvement. Proven track record in team leadership, client communication, and driving performance through data-driven insights. Seeking to leverage expertise in quality and analytical skills to contribute to business success.

Lisbon, Portugal
0
Languages
0
Skills
Work Experience
Project Assistant
Mundo A Sorrir
Sep 2019 — Sep 2020Porto, Portugal
  • Assist in creating and implementing international projects, successfully contacting and arranging funding from embassies and international organizations worldwide
  • Support fundraising efforts, specifically with international embassies and institutions, cultivating individual donors
  • Organize and translate the organization’s website, enhancing accessibility and outreach to a wider audience
  • Assist in the communication department, managing the social media account, which increased engagement by 15%
Quality Analyst
Accenture
Nov 2020 — Feb 2024Lisbon, Portugal
  • Conduct in-depth quality analysis to ensure accuracy and consistency of deliverables in a high-volume, fast-paced environment
  • Monitor and evaluate performance using quality metrics, providing actionable insights to improve team output
  • Lead calibration sessions to align quality standards across teams and improve evaluation consistency
  • Mentor and support team members, contributing to improved individual and team performance
  • Collaborate with cross-functional teams to identify process gaps and implement improvements
  • Manage customer feedback analysis, identifying recurring issues and driving service quality enhancements
  • Produce detailed reports and dashboards to support decision-making and performance tracking
Senior Quality Analyst / Trainer
Tech Mahindra
Jun 2024Lisbon, Portugal
  • Conduct daily research and analysis within a fast-evolving technology market in a multinational environment, ensuring high-quality and accurate outputs
  • Monitor and evaluate performance against defined KPIs and SLAs, ensuring compliance with quality standards and identifying areas for improvement
  • Manage customer feedback processes, identifying recurring issues and driving improvements to enhance overall service quality
  • Utilize analytical tools to track, analyze, and report on quality metrics, supporting data-driven decision-making and continuous performance optimization
  • Collaborate with internal teams and stakeholders to address SLA breaches and implement corrective actions to improve service delivery
  • Lead onboarding and training of new team members, providing daily coaching and project walkthroughs to ensure high-quality performance and alignment with project standards
  • Create client-ready materials focused on regulatory compliance and trust & safety, leveraging qualitative and quantitative research across multilingual markets and global platforms
Skills
Quality AssuranceData AnalysisProcess ImprovementTeam LeadershipAnalytical SkillsSPSSResearch CooperationKPI & SLA MonitoringPerformance EvaluationAuditsRoot Cause AnalysisContinuous ImprovementQualitative & Quantitative ResearchMicrosoft Office SuiteCRMTrust & Safety OperationsStakeholder CommunicationTraining DeliveryOnboarding
Education
Bachelor of Science, Sociology
Middle East Technical University
2012 — 2018
Master's Degree, Humanitarian Action
University of Fernando Pessoa
2018 — 2020
Languages
Turkish
Native
English
Fluent
Portuguese
Fluent
References available upon request.
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