Quality Lead
Stefanini
Direct Manager of the Quality Team and responsible for the project's Global Quality Strategy
IT Outsourcing & Software Application Development | Stefanini
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Profile
Name: Rosca Raluca Andreea
Date of birth: August, 17th 1986
Phone: +40731620729
E-mail: Rosca.Raluca.Andreea.QA@gmail.com
Work experience
May 2014 - Present
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
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
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