Maria Nikolaeva Mateva-Dhaini
Lead Of Quality Assurance, EU Compliance
Sofia
Summary
Quality management professional with comprehensive expertise in elevating quality standards and process optimization. Known for fostering collaborative environment focused on achieving consistent results. Skilled in regulatory compliance and team leadership, adaptable to dynamic needs.
Overview
18
18
years of professional experience
17
17
years of post-secondary education
7
7
Certifications
3
3
Languages
Work History
Lead of Quality Assurance, EU Compliance
Playtech
10.2023 - Current
- Served as a primary point of contact for regulatory agencies/Global Compliance during inspections and audits, demonstrating the company''s commitment to compliance and continuous improvement.
- Prepare outcome reports with bugs detected and suggestions for improvement
- Work closely with RPA (robotic process automation) development team and prepare automation documentation to ensure accurate automated QA is performed
- Facilitated communication between various departments, ensuring a collaborative approach to addressing quality compliance concerns.
Lead of Financial Crime Quality assurance (maternity cover)
Paysafe Group
07.2022 - 06.2023
- Responsible for building a newly formed team of financial crime quality analysts & trainers in the challenging hybrid environment
- Coordinating their day-to-day activities
- Actively involved into adapting the quality scorecard in accordance with the Fraud and Anti-money laundering team's requirements
- Responsible for analyzing and presenting monthly quality results of the FRAML team to higher management and stakeholders
- Analyzing any process knowledge gaps within individuals and on a group level within teams and setting plans for improvement
- Participating in different Feedback sessions between QAs and evaluated agents
- Conducting regular 1:1 sessions with team members to set expectations, help them follow their career path and guide them through various obstacles
- Participating in different Calibration sessions in regards to corner cases
- Responsible for constantly updating and maintaining written processes
- Developing and adapting the Training plan for new joiners within teams
- Introducing and maintaining the 360 degree feedback on training and trainers
- Facilitating the communication between various teams within the company
- Responsible for Automation and Optimization of the QA work - actively working with Dev teams in regards to the QA scorecard implementation in Salesforce
- Responsible for composing the Process knowledge test in collaboration with L&D department
- Participating in various regular meetings with stakeholders and higher management
Production Team Lead (Cisco project)- Asset recovery, SAM&Fallout, Source to stock
OnProcess Technology
08.2017 - 06.2022
- Company Overview: Business sector: Transportation and logistics, Company size: above 300
- Management and ownership attitude for full responsibility of results over the Asset Recovery, SAM & fallout and Source to stock processes
- Provide support to all employees within the Asset Recovery, SAM & fallout and Source to stock Departments
- Hold monthly 1x1's with staff
- Provide support to Operations Management, Client engagement Manager and Cisco counterparts with regard to all aspects within the departments
- Assist and/or research tenant accounts for reconciliation items
- Review Account Receivable Reports from Staff to oversee the progress on collections
- Assist in ad-hoc and special projects as required
- Attend weekly AR calls with Cisco counterparts for designated assets
- Development of Collection Metric's reports
- Responsible for aligning global Cisco processes to EMEAR theatre
- Business sector: Transportation and logistics, Company size: above 300
Training and Quality assurance specialist (Cisco project)
OnProcess Technology
09.2016 - 08.2017
- Company Overview: Business sector: Transportation and logistics, Company size: above 300
- Evaluating the daily quality of work of different lines of business
- Providing regular feedback to agents and management
- Participating in Quality Calibrations with stakeholders and management
- Identifying areas of improvement and conducting relevant training sessions
- Business sector: Transportation and logistics, Company size: above 300
Quality Management Associate - Quality Evaluation
Entain
06.2014 - 08.2016
- Company Overview: Business sector: Services, Company size: above 300
- Reviewing and evaluating the quality of work of Customer Service Agents and Risk & Fraud agents with English language
- Providing regular feedbacks to the CS & Risk agents
- Generating weekly individual performance reports for agents
- Operational implementation of new procedures related but not limited to Fraud Analysis and Prevention, Documents and Profile verification, Finance-specific account issues, Compulsive gambling
- Updating different sets of SOPs and manuals
- Preparing a process knowledge test for all teams
- Preparing and conducting meetings and huddles for the agents
- Sending updates and escalations to different departments
- Aligning processes with Management and other teams
- Business sector: Services, Company size: above 300
Senior Customer Service Representative with English
Entain
02.2007 - 06.2014
- Company Overview: Business sector: Services, Company size: 100 - 300
- Provide support to customers over the phone or via e-mail
- Handling escalations and contacting customers in case additional clarifications are needed
- Team working schedules and task distributions
- Managing late comings
- Business sector: Services, Company size: 100 - 300
Education
Master degree - Public relations
Sofia University
10.2009 - 06.2011
Bachelor degree - International Relations
Sofia University
10.2004 - 12.2008
Secondary school - undefined
Second English Language School 'Thomas Jefferson'
09.1999 - 05.2004
Secondary school - undefined
45 Primary School 'Konstantin Velichkov'
09.1992 - 06.1999
Skills
- MS Windows
- MS Office
- Advanced Excel
- Oracle
- BI
- Salesforce
- Leading through change and crisis
- Leading in hybrid environment
Customer focus
Quality management
Quality control tools
Auditing expertise
Certification
MS Excel 2010- Managing, Analysing and Presenting Data
Personal Information
- Date of Birth: 11/23/85
- Gender: Female
- Driving License: B
Timeline
Lead of Quality Assurance, EU Compliance
Playtech
10.2023 - Current
Lead of Financial Crime Quality assurance (maternity cover)
Paysafe Group
07.2022 - 06.2023
Production Team Lead (Cisco project)- Asset recovery, SAM&Fallout, Source to stock
OnProcess Technology
08.2017 - 06.2022
Training and Quality assurance specialist (Cisco project)
OnProcess Technology
09.2016 - 08.2017
Quality Management Associate - Quality Evaluation
Entain
06.2014 - 08.2016
Master degree - Public relations
Sofia University
10.2009 - 06.2011
Senior Customer Service Representative with English
Entain
02.2007 - 06.2014
Bachelor degree - International Relations
Sofia University
10.2004 - 12.2008
Secondary school - undefined
Second English Language School 'Thomas Jefferson'
09.1999 - 05.2004
Secondary school - undefined
45 Primary School 'Konstantin Velichkov'
09.1992 - 06.1999
Similar Profiles
Demetrius CuffieDemetrius Cuffie
Game Presenter at PlayTechGame Presenter at PlayTech
Clarissa CruzClarissa Cruz
Live Dealer at PlaytechLive Dealer at Playtech
Kristiyan YordanovKristiyan Yordanov
Engineering Manager at PlaytechEngineering Manager at Playtech