- Founded and currently oversee Your Native Teacher, an online language school that offers courses in German, English, and Spanish.- Recruited, trained, and manage a team of professional tutors, ensuring high quality instruction and adherence to the school's teaching standards.- Strategized and executed marketing campaigns through social media, partnerships, and other channels, contributing to the school's growth.- Establish an efficient learning management system to facilitate course enrollment, content delivery, and seamless communication between students and tutors.- Efficiently handling customer inquiries and feedback, implementing improvements based on customer insights to maximize satisfaction and retention.- Monitor key performance indicators including student enrollment and customer feedback to continuously enhance the quality of education provided.- Manage all aspects of business operations, including financial planning, budgeting, compliance, and administrative duties.

Overall tasks and key responsibilities• Transaction monitoring plan & remote monitoring based on approved monitoring plan• Document evaluations using monitoring forms and systems & written feedback to all staff have been monitored• Track and identification of reoccurring problems and service opportunities• Analysis of monitoring results and performance trends to provide recommendations for improvement• Analysis of DSAT and non-FCR data – followed by reports on feedback, trends and improvement opportunities.• Participation in Client’s and/or Internal calibration sessions & in Problem Solving Process-DMAIC sessions• Feedback to Supervisor for CSS’s coaching purposes• Evaluation of Supervisor’s consistency on monitoring (Spot-checks)• Liaising with clients and external bodies on QA matters as required• Following regulatory requirements in order to meet service level agreementsExtra duties - as assigned• Assigned as Point of Contact person on ATAC projects. Additionally, delivered feedback, supported in improvement opportunities and prepared PowerPoint Presentations of ATAC.• Preparation of Monthly Business Review of Client and presentation over a monthly video conference: - Analysis of performance on Top Call Drivers, Importance Index, Critical Errors, QA scores, non-FCR/Voice analytics & DSAT/Emails - Deliverance of all feedback in graphs, outlying key-points - Composition and inclusion of comments on reasons, actions, improvement ideas• Attending meetings with Client whenever required• Developed personalized wording templates on soft skills depending on Top Call Drivers• Developed special PowerPoint and Training sessions on Empathy, Soft Skills and Call Control• Prepared New Hire Analysis of each NH wave until a dedicated QA Coordinator was assigned to the project.