Andrei Neagu Email and Phone Number

Manage an end-to-end QA project from Pre-production through to Live Service― Create, maintain, and manage project budget and resources― Define and monitor quality metrics and Key Performance Indicators― Establish the testing strategy and success criteria for each approach used― Contribute to strategic initiatives for process improvement and automated efficiencies both at a project level as well as across departments― Responsible for risk assessment and risk mitigation planning and execution― Manage all aspects of the team related to performance and development with focus on growing and enabling team members― Ensure adequate equipment, tools and support are provided to the team― Participate in the recruitment of new team members both internally and externally― Utilize existing reporting capabilities to take data driven decisions and provide insights on possible improvements― Work alongside the Production team to deliver a best-in-class product and support them continuously ― Maintain communication with all project stakeholders and share insights from a QA perspective

- Manage day to day delivery of services by external suppliers working for Ipsos- Managing the governance process and ensuring an efficient communication with all suppliers- Providing and continuously adjusting the volume forecast to meet business needs- Monitoring and management of delivery of services according to contracted SLAs- Ensuring knowledge is maintained and processes are followed by the supplier- Working with internal teams to ensure all processes are implemented- Acting as a single point of contact for the supplier and for the internal customers- Responsible for the effective management of queries and escalations- In charge of contract negotiations and/or any changes to MSA/SOW and new vendor's enrollment- Responsible for end-to-end new vendor onboarding process- Ensure a close collaboration between internal and external teams- Single Point of Contact for GDPR related topics regarding external suppliers- Contributing to the global GDPR strategy in IIS- Coordinating a team responsible for the communication with all stakeholders involved in the process

- Directly supervising Team Managers in their daily activities- Coach, mentor and grow the members of my team- Be the point of escalation for our customer for operational issues- Monitor project level KPIs, analyze trends and proactively take decisions to maintain the project's success- Manage headcount allocation and reporting and ensure resources are available at all times- Work with the Operations Manager and Training Manager to design and roll-out training programs for the team- Take part the in recruitment process of new hires - Assisting the Operations Manager to build and monitor the budget of the project- Identifying and implementing process improvement initiatives

- Manage a team of analysts providing technical support- Act as the single point of escalation- Analyze reports related to the service desk performance and draft corrective actions;- Ensure that the team is performing as per the agreed KPIs.- Responsible of data quality: consistently check level of accuracy and integrity of customers and partners data to support client's business intelligence and feedback to business groups- Ensuring internal communication within the team, holding team meetings, providing feedback and following up as required- Ensuring the schedule (including breaks), code of conduct and internal procedures are followed by the team and reacting immediately and taking corrective actions, where necessary- Assisting and advising the Operations Manager on floor management to achieve objectives and maintain productivity- Ensuring procedures are followed in accordance with quality standards and work instructions;- Identifying and implementing process improvement initiatives (using Lean & Six Sigma methodologies)

- Manage and direct the Quality team of an inbound customer service project.- Work closely with the Operations Manager.- Implement and review the quality objectives of the team.- Monitor the results of the team coaches (working with the front-line operators) and improving their results- Effectively communicate project expectations to team members timely and clearly- Develop and deliver proposals and documentation to improve current processes- Organize fun activities for the team: team nights out, internal contests, team building

- Manage all aspects of a team providing support via e-mail/chat/telephone- Implement and review the policies and procedures- Monitor the KPIs of the team (quality and quantity) and making sure they remain at the agreed level- Improving their results by permanent monitoring and coaching-Taking part in the recruitment process (final interview to validate the candidates)- Effectively communicate project expectations to team members timely and clear- Estimate the resources and participants needed to achieve the objectives of the project- Delegate tasks and responsibilities to the appropriate personnel- Identify and resolve problems and conflicts within the team- Develop and deliver progress reports, proposals, requirements documentation, and presentations.- Determine the frequency and content of status reports of the team, analyzing the results and troubleshoot problem areas- Proactively manage changes in project scope, identify potential crises and develop contingency plans- Coach, mentor, motivate and supervise team members and contractors andinfluence them to take positive action and responsibility assigned for their work- Create, develop and grow any business relationships vital to the success of the project- Evaluate the team and develop action plans for the team members, if needed- Working together with the customer based on regular feedback and project meetings

- Managing a team of 10-15 operators on different projects (inbound, outbound, e-mail management, IT Helpdesk) in several languages (English, French, Romanian)- Support the team in increasing the quality and efficiency by coaching, mentoring and continuous feedback - Planning, scheduling and monitoring the work of the team - Monitoring adherence to technical and quality standards - Reviewing and reporting the performance of the team - Recruiting and training new personnel - Resolving operational issues

- Coordinating several teams of interviewers for market research purposes- Ensuring resources are correctly allocated to each research to be statistically relevant - Designing the quantitative studies (quotations, sampling and choosing the research methodology- Coordinating the research throughout the whole process, data analysis and reporting the results to the management (offering recommendations, highlighting the actionable points and key findings)- Maintaining the relationship with the management throughout the whole process.

- Providing services for French clients over chat and e-mail- Performing back office activities- Taking part in technical training provided by the company- After one month of activity, I became responsible of a team of 5 employees