Eco Operations team helps the business creating accurate data models, supports international products in maintaining data ecology and providing users with content that meets their preferences.

• Managing a QA team, Trust and Safety Operations, EMEA and LATAM market.• Developing and maintaining QA programs complementary to the quality system, business objectives and policies.• Continuously evaluating outcomes, proposing improvements for auditing procedures, ensuring high productivity and quality.• Localising working processes and strategies, solving content concerns for local users with cross-functional teams in content operations, product, engineering, legal and public relations.• Project management, data analysis, providing insights and creating action plans in the quality field.

Client – well-known international video game developer, publisher, and digital distribution company.• Hiring, managing and mentoring a multilingual team of customer experience agents. • Ensuring adherence to agreed policies within the allocated team, carrying out all aspects of People Management, including Performance Improvement and Disciplinary actions.• Managing workload, planned / unplanned absence, holiday staffing, and timesheets.• Serving as a subject matter expert and an escalation point for both internal and external stakeholders within an area of expertise.• Internal & client reporting, seeking out opportunities and issuing proposals for continuous improvement, managing projects, analytics, making data driven decisions.

MTS is the largest mobile operator in Russia, leading provider of digital services ecosystem, including fintech, e-sports, media and IT solutions.• Strategic planning and program management of MTS Group’s international and domestic CSR-activities, incl. developing project plans, scalability, budgeting, acquiring resources, risk management, cross-functional collaboration, reporting.• Vendor management (3-5 partner sites, different time zones) – negotiations and relationship management, sourcing new vendor partners, performance management, ensuring operational excellence and strong service delivery, adherence to standard operating procedures; budgeting, training, risk mitigation, quality assurance and evaluation, problem solving and crisis communications.• Process optimisation in high-risk procedures: conducting analysis, creating regulatory documents in the field of Charity donations, Public Relations, Trust and Safety; creating and leading cross-functional team of Business Stakeholders for risk mitigation and audit.• Multi-channel communication support for CSR-activities in the national and international markets: ▪ SMM – building and executing SMM strategy; developing social influencer programs. ▪ media relations – cultivating, influencing and maintaining positive relationships with media community, organising press conferences, interviews, managing media inquiries, copywriting. ▪ participation in professional conferences, awards and ratings.• Establishing and maintaining mutually beneficial relationships with journalists, partners, celebrities and other stakeholders.

• Crisis communications: risk mitigation, cross-functional collaboration with customer support department in handling high-risk client issues to minimise protentional reputational risks for the company.• Copywriting: press releases, news reports, interviews, comments, etc.• Managing media inquiries and interview requests, preparing key leaders for press interviews.• SMM: copywriting, moderation and promotion of the MTS-Ural official pages in social media.• PR events organisation: press conferences, press tours, briefings, other events to increase the loyalty of journalists and customers.• Tracking and analyzing media coverage.

• Development of internal communication channels.• Implementation of measures to promote the internal values of the company, including corporate events and social projects in the Ural region.• Copywriting: newsletters, interviews, etc.• Implementation of federal projects.