Raluca Andreea Rosca

Profile

Name: Rosca Raluca Andreea

Date of birth: August, 17th 1986

Phone: +40731620729    

E-mail: Rosca.Raluca.Andreea.QA@gmail.com

Work History

Work History
May 2014 - Present

Quality Lead

Stefanini

Direct Manager of the Quality Team and responsible for the project's Global Quality Strategy

IT Outsourcing & Software Application Development | Stefanini

  • Coordinates quality activities across all locations; ensures that processes needed for quality assurance are established, implemented and maintained.
  • Sets standard or site/team-specific quality objectives, in cooperation with the site leads, and ensures that targets are achieved.
  • Drives identification of the root cause of quality issues and execution of quality improvements plans.
  • Organizes and manages the Quality Specialists activities in cooperation with the site leads and the other stakeholders
  • Provides leadership, support and coordination for the Quality Specialists roles; promotes quality achievement and performance improvement.
  • Identifies relevant quality-related training needs; 
  • Serves as the subject matter expert in quality; is the "go to" person for questions about quality, quality measures and quality improvement.
  • To build competence, to achieve objectives and maintain productivity within team
  • Ensuring BBP is followed in all sites and maintaining consistency in process
  • Ensuring resource allocation is balanced across teams to get the right person in the right place at the right time. Providing valuable feedback
  • Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions.
  • Participating and promoting in good CSIP activity across all sites. Build competence in knowledge and experience across other service delivery roles and fosters excellence in analysis. 
Sep 2011 - May 2014

Quality Specialist

Stefanini
  • Evaluating and developing team members through remote and side by side call quality monitoring and giving constructive feedback;
  • Providing monitoring schedules for the upcoming month;
  • Performing regular ticket quality audits;
  • Generating periodic reports for the management team;
  • Submitting ideas regarding the improvement of procedures;
  • Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions.
Aug 2010 - Sep 2011

Resource Technician

Stefanini

Providing assistance on demand, monitoring the team’s activity in real time. Providing feedback in regards to the team’s activity and training needs. Providing training to new hires and refreshment training as applicable. Coaching and developing team members.

Sep 2007 - Aug 2010

Helpdesk Technician

Stefanini

Providing first level assistance to travel agents.

Feb 2007 - Oct 2007

Travel agent

Romital Turism SRL
  • Arranging flights, insurance and accommodation 
  • Using a booking system to secure holidays 
  • Collecting and processing payments 
  • Advising clients on travel arrangements, e.g. visas and passports 
  • Sending out tickets to clients 
  • Keeping clients up to date with any changes and dealing with complaints or refunds

Education and Certification 

Education
May 2014 - Nov 2014

Management Development Program

ASG

ASG (Aleman Software Group) is one of the Romania's most innovative providers of consulting, software and outsourcing services. Founded in 2010, ASG is focused on consulting and business software that powers progress and helps organizations to build their company of the future. The development program covered management fundamentals,  listening, questioning, feedback, conflict, decisions, errors, business communication, presentation skills, coaching, remote management, motivation, delegation, responsibility, problem solving and time management.

Nov 2013 - Nov 2013

ITIL® Foundation Certification in IT Service Management

EXIN 

ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth.

Sep 2011 - Sep 2011

IATA Certification - IATA/ UFTAA Foundation

International Air Transport Association (IATA)

Over 200 million people work in the travel and tourism industry worldwide. This certification validates the skills and knowledge to maximize career opportunities in this rapidly expanding industry.

Oct 2007 - Present

Business Administration (in Foreign Language)

University of Economic Studies

The Objectives of the University are to develop: 

  • strategic thinking in promoting successful business
  • the acquisition of advanced knowledge of modern marketing and management
  • the use of qualitative and quantitative market and business research methods
  • the understanding of the companies' need to adapt to an ever more dynamic business environment, by the acquisition of change management tools
  • negotiation and efficient communication competences
  • a global business vision
  • models of business excellence
  • a sense of social accountability and ethics.
Aug 2007 - Aug 2077

Cambridge certificate - English

Cambridge 

Obtained the Cambridge certification on English

Sep 2000 - Jul 2004

High school Degree - Mathematics and Informatics  (English)

National College “ Grigore Moisil ”Bucharest 

In line with the profile of the college, the focus was on programming skills intertwined with English proficiency. Consequently apart from the college certification I also have a  professional certificate as an English translator (secondary education level), and a Informatics certification.

Skills

Skills

Overview of skills and competences

Ability to multitask, flexibility, determination, responsible and ethical way of working, tolerance, adaptability and commitment to excellence.

  • Leadership: An experienced team leader
  • Influencing, leading, and delegating abilities
  • Ability to initiate/manage cross-functional teams and multi-disciplinary projects.
  • Critical thinking, decision making and problem solving skills.
  • Planning and organizing – Organizational abilities
  • Result oriented: Ability to achieve the target within given time
  • Excellence Communication skills.
  • Negotiating skills
  • Conflict resolution.
  • Adaptability – Efficient under pressure, always meet deadlines
  • Public Speaking and Presentation Skills
  • Team Building skills
  • Teaching and Training Skills
  • Analytical Skills
  • Customer Service Skills

Technical skills and competences

Editing: Microsoft Word, PowerPoint, Excel, Adobe, Sharepoint (basic)

PC Operational Systems: Windows 2000, XP, 7

Technical and practical abilities in desk equipment

Excellent skills working in the Galileo, Worldspan and Axess GDS Reservation Systems

Languages

English:

  • Proficient

French

  •  Intermediate - reading, writing
  •  Beginner - speaking

Spanish

  •  Beginner - good listening and reading skills

Driving Licence

B

References

Available on request