Stella Erot

Lead 70 QSAs and 5 team leads across 13 groups

Present weekly and monthly business reviews

Analyze performance data and drive improvements

Implement process enhancements

Collaborate with cross-functional teams

Managed 29 QA professionals across multiple accounts

Led hiring, training, and onboarding

Delivered data-driven insights to improve performance

Drove continuous improvement initiatives

Maintains ISO 9001 QMS

Oversaw quality assurance processes and compliance

Conducted root cause analysis and trend analysis

Developed dashboards and reports

Led calibration sessions

Monitored KPIs and performance metrics

Led call and chat calibrations

Provided coaching and feedback

Ensured quality compliance through audits, feedback, and calibration while driving continuous improvement in agent performance.

Provided end-to-end technical support by diagnosing and resolving customer issues across connectivity, software, and communication platforms.

Delivered engaging lessons and managed classroom and lab activities to promote active learning and assess student performance for effective outcomes.