Ceren Çolak
Arnavutköy
Summary
I have been serving as a Quality Assurance Specialist in a Multilingual Operation for over 2 years. During this time, I have not only fulfilled my responsibilities but also supported my teammates whenever needed. My success in this role relies on my strong planning and time management skills.
My skills in time and stress management enable me to complete tasks within set deadlines and maintain high-quality standards, even under intense work pressure. These abilities help me optimize workflows and prioritize tasks, thereby enhancing overall productivity.
As a professional quality specialist who is always open to innovation and eager to learn, I focus on continuously developing myself to enhance quality and efficiency. My emphasis on teamwork enables me to collaborate effectively on tasks, aiming to achieve the best possible outcomes.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
8
8
Certifications
3
3
Languages
Work History
Training Specialist
Teleperformance
4 2023 - Current
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed job-specific competencies and performance standards.
- Facilitated virtual, in-person and blended learning sessions.
- Collaborated with department managers to identify skill gaps and develop targeted training interventions.
- Created positive learning environment by incorporating adult learning principles into all instructional designs.
Quality Assurance Specialist
Teleperformance
05.2022 - Current
- Evaluated calls either recorded live or side by side while communicating feedback
- Provided customer feedback and internal compliance feedback to management
- Coaching individuals through observation, feedback, mentoring and task demonstration.
- Identified calls failing to meet predefined standards for the best customer experience
- Implemented Advisor trainings and coaching initiatives to ensure best customer service is provided
- Finding areas of opportunity and address through additional trainings, roundtables.
- Provided learning and coaching opportunities to program teams, and work with supervisors to take corrective action if necessary
- Participated in Weekly Quality Reviews with Clients as needed.
- Prepared resources and guidance according to the needs of the operation.
- Prepared weekly analysis and correlation reports.
- Developed and implemented procedures to meet product quality standards.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
Translator
TedX
05.2018 - Current
- Participated in localization projects to adapt content for specific regional markets, resulting in increased revenue from international clients.
- Streamlined translation processes for improved efficiency and faster turnaround times.
- Adapted to ever-changing client needs and project requirements, demonstrating flexibility and commitment to excellence in all translation work.
- Developed and maintained glossary of technical terms.
- Assisted foreign language-speaking clients with inquiries.
- Interpreted conversations between foreign language-speaking clients and others.
Senior Technical Advisor
Teleperformance
03.2021 - 05.2022
- Communicated with customers to provide solutions and support.
- Created event on subject and forwarding it to engineers
- Tracked issues and resolve customer issues
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed and implemented preventive maintenance procedures.
- Served as primary point of contact for triaging technical issues.
- Established strong relationships with clients, ensuring their satisfaction with delivered services and cultivating long-term partnerships.
- Mentored junior staff members, fostering supportive environment for professional growth and development.
- Developed innovative solutions for complex technical issues, resulting in improved overall functionality.
Technical Advisor
Teleperformance
8 2020 - 3 2021
- Provided effective and timely resolutions of range of customer inquiries
- Completed ongoing training to stay abreast of product,service and policy changes
- Responsible for using information based-Resources provided by clients during Interactions
- Accurately logging all interactions via Client’s Contact Management System
- Achieving call center metrics as defined by Supplier
- Recognized and adjusted support approach to accommodate all levels of customer’s experience
- Communicated positively with team members, customers, and other partners
- Helped to create team building exercises that increase productivity
- Escalated issues to appropriate department according to Client’s Procedures
Education
Bachelor of Arts - Language Interpretation And Translation
Halic University
Istanbul, Turkey 10.2016 - 07.2020
Alignment
Referans Translations Co.
İstanbul, Türkiye 09.2019 - 04.2020
Translation
Diltra Uluslararası Çeviri Ve Belge Yönetimi Yay.Bas.Hiz.A.Ş.
Elmadağ - Şişli, Istanbul 06.2018 - 05.2018
Skills
- SDL Trados
CAT Tools
- Text Editing
- Localization
IOS
Excel
Powerpoint
Multitasking Abilities
Problem-Solving
Analytical Thinking
Issue Resolution
Time Management
Root Cause Analysis
Data Analysis
Home
Arnavutköy Merkez Mah. Ulusoy Sok., Arnavutköy, İstanbul, 34275, Türkiye
Personal Information
- Date of Birth: 06/16/1998
- Gender: Female
- Nationality: Turkish
Certification
Powerpoint 2016 2019 365, Udemy
Timeline
Quality Assurance Specialist
Teleperformance
05.2022 - Current
Powerpoint 2016 2019 365, Udemy
04-2022
Call Center Quality Expert, Udemy
12-2021
Effective Communication on Phone, Udemy
11-2021
Competency Based Interview Techniques, Udemy
11-2021
Call Center Team Leadership, Udemy
11-2021
Complaint Management
11-2021
Senior Technical Advisor
Teleperformance
03.2021 - 05.2022
German A2, ISMEK
04-2020
German A1, ISMEK
12-2019
Alignment
Referans Translations Co.
09.2019 - 04.2020
Translation
Diltra Uluslararası Çeviri Ve Belge Yönetimi Yay.Bas.Hiz.A.Ş.
06.2018 - 05.2018
Translator
TedX
05.2018 - Current
Bachelor of Arts - Language Interpretation And Translation
Halic University
10.2016 - 07.2020
Training Specialist
Teleperformance
4 2023 - Current
Technical Advisor
Teleperformance
8 2020 - 3 2021
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