Silvia Diaskouri

Experience

• 

  Language School Panellinika

  Nov 2012 - Jan 2014

  Greek/Bulgarian Teacher

  Teaching Greek and Bulgarian. Experience in group and individual course teaching.Development of educational plans and lectures.

• 

  Cycle Credit Bulgaria Sole LTD

  Jul 2013 - Sept 2013

  Telemarketing Agent with Greek

  Call center inbound agent.Phone contacts with clients in order to sell products. (inbound and outbound calls)Maintenance of data base related to the operational work of the department.

• 

  Adecco

  Sept 2013 - Nov 2013

  Customer Service Consultant with Greek (temporary project)

  Customer support provided via phone to customers from Greece and Cyprus.Maintenance of data base related to the operational work of the department.Additional responsibility for the organization and execution of Greek language training course for the employees.

• 

  AIG

  Mar 2014 - Dec 2020

  Development and implementation of Quality Management System through identification of key business risks and controls and understanding customer needs and requirements.Oversight on project delivery and responsibility to ensure that all processes have approved Quality Programs (e.g. sample size, quality review workflow and methodology, calibration program, SLAs & metrics,quality reports etc.)Management oversight and leadership provided to all Quality Assurance Analysts. Quality reviews, in order to determine if the services provided by the company, meet the quality standards and customer needs. Maintenance of quality reports and improvement identification through data analysis.Mentoring and coaching to all Quality Analysts in the team. Quality reviews, in order to determine if the services provided by the company, meet the quality standards and customer needs. Feeding the results of the analysis in reports for presentation to the Quality Manager. Responsible for corrective and preventive actions, 1:1 coaching sessions, feedback and assistance to the agents as well as performance evaluation.Improvement identification through data analysis.

  • Quality & Internal Controls Manager

    Apr 2020 - Dec 2020

  • Quality Lead

    Dec 2016 - Apr 2020

  • Senior Quality Assurance Analyst

    Nov 2015 - Nov 2016

  • Quality Assurance Analyst

    Mar 2014 - Oct 2015
• 

  Accenture

  Jan 2021 - now

  Quality & Internal Controls Manager