Quality/Training/Knowledge/CX Specialist

Описание

MADINA BAILOVA
CUSTOMER SUCCESS & QUALITY DEVELOPMENT SPECIALIST
Almaty • +7 707 610-24-45 • dirakh@mail.ru
S U M M A R Y
Customer Experience and Quality Development Specialist with 2+ years of experience in fast-paced digital customer 
support operations. Skilled in customer onboarding, training, platform adoption support, service quality monitoring, 
calibration sessions, KPI tracking, and process improvement. Experienced in translating customer and support pain 
points into actionable improvements, improving knowledge base accuracy, and supporting users during internal 
platform rollouts. Comfortable working in an English-speaking international remote environment and collaborating 
cross-functionally to improve customer experience, operational consistency, and service quality.
E X P E R I E N C E
Quality Development Specialist Jul 2025 - Present
Wolt, Almaty
 Monitor and evaluate support interactions to ensure alignment with internal quality standards, communication 
guidelines, and customer experience expectations.
 Identify recurring customer pain points, service gaps, and process improvement opportunities through structured case 
reviews and quality analysis.
 Provide actionable feedback and coaching to improve communication quality, customer-centric behavior, case 
handling, and overall support performance.
 Support onboarding and training initiatives by explaining workflows, tools, quality standards, and best practices to 
users with different experience levels.
 Participate in local and regional calibration sessions to align quality standards, evaluation practices, and consistent 
service handling.
 Collaborate in an English-speaking international remote environment, maintaining clear business communication with 
cross-functional stakeholders.
 Contribute to internal platform rollout and adoption, including Qatalyst, Maestro, and Edgetier, by supporting users, 
resolving platform-related questions, and improving feedback workflows.
 Work with customer communication and operational platforms including Intercom, Ops Tools, CRM-related workflows, 
and internal support tools to review cases and document improvement areas.
 Collaborate on knowledge base improvements in Guru to ensure accurate, clear, and consistent customer 
communication.
 Track quality and operational indicators, including CSAT, SLA, handling time, and quality standards, to support 
performance improvement discussions.
Support Associate / Trainer Feb 2024 - Jul 2025
Wolt, Almaty
 Handled customer, courier, and merchant inquiries across multiple support areas while maintaining strong quality and 
efficiency standards.
 Managed diverse customer scenarios, including objections, service-related issues, and sensitive cases, using clear 
and solution-oriented communication.
 Supported customer incident resolution by analyzing case context, following internal processes, escalating issues 
when needed, and documenting outcomes.
 Acted as a trainer during onboarding, helping new hires understand core workflows, support tools, internal guidelines, 
and communication standards.
 Adapted training and communication style to different experience levels to support effective learning and smooth 
integration into daily operations.

E D U C A T I O N
Tourism and Hospitality 2020 - 2024
University of International Business, Almaty
S K I L L S
Customer Success Foundations • Client/User Onboarding • Platform Adoption Support • Customer Training • 
Customer Experience Management • Service Quality Monitoring • Quality Assurance • Calibration Sessions • KPI 
Monitoring (CSAT, SLA, HT) • Customer Pain Point Analysis • Process Improvement • Knowledge Management • 
Stakeholder Communication • Cross-functional Collaboration • Presentation & Business Communication • Analytical 
Problem Solving • CRM & Support Platforms
T O O L S & S Y S T E M S
Intercom • Ops Tools • Qatalyst • Maestro • Edgetier • Guru Knowledge Base • CRM / Support Platforms • Customer 
Communication Platforms • Internal Reporting & Quality Tools • MS Office • Google Workspace • Basic Automation 
Tools
L A N G U A G E S
Kazakh (fluent/native) • Russian (fluent/native) • English (advanced)
K E Y A C H I E V E M E N T S
 Supported service quality improvement through structured feedback, coaching, calibration, and performance 
improvement initiatives.
 Contributed to onboarding and training activities by helping users understand workflows, standards, and support tools.
 Supported adoption and improvement of internal platforms, including Qatalyst, Maestro, and Edgetier.
 Improved knowledge base accuracy and support consistency through collaboration on Guru content and service 
guidelines.
 Built practical experience in remote, English-speaking business communication with international stakeholders.
 Progressed from Support Associate / Trainer to Quality Development Specialist, reflecting strong performance, 
ownership, and operational understanding.