Ana Khitaridze
Tbilisi,TB
Summary
I’m an experienced employee with a background in service management, team coaching, training and content moderation. Over the years, I’ve built a strong skill set in planning schedules, improving performance, and creating clear, data-driven reports that help teams succeed. I enjoy working closely with others — whether that’s onboarding new hires, running workshops, or collaborating across departments to solve real challenges. I'm all about keeping things running smoothly, boosting service quality, and making sure people feel supported in their roles.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Coach
Teleperformance Georgia
Tbilisi
05.2021 - Current
- Conducted regular evaluations of agent interactions, providing constructive feedback to enhance individual and team performance.
- Identified skill gaps through data and observation, contributing to the design of targeted learning and development strategies.
- Interpreted performance data and service metrics to recommend improvements that boost efficiency and customer satisfaction.
- Designed and led engaging workshops and small group training sessions focused on upskilling teams and boosting workplace morale.
- Mentored new hires through initial training and nesting phases, ensuring smooth transitions and confidence in platform procedures.
- Built and maintained detailed performance reports using Excel — including pivot tables, formulas, and charts — to track CM's productivity and operational KPIs.
- Designed clear and actionable agent scorecards to monitor quality, efficiency, and attendance trends, contributing to coaching and feedback sessions.
- Delivered weekly and monthly summaries to Team Managers and QA teams, turning raw data into actionable insights.
Content Moderator
Majorel Georgia
Tbilisi
05.2021 - 05.2021
- Reviewed and analyzed user-generated content (text, images, videos) to ensure compliance with platform guidelines and community standards.
- Maintained emotional resilience while handling sensitive material, ensuring objective decision-making and user safety.
Service Manager
Evolution Georgia
Tbilisi
12.2019 - 05.2021
- Managed real-time operations and ensured seamless delivery of live gaming services in a high-pressure, fast-paced environment.
- Tracked employee performance metrics (punctuality, engagement, KPIs) and implemented improvements to enhance team efficiency.
- Collaborated with HR, training, scheduling and compliance teams to align staffing with operational goals and regulatory requirements.
- Reacted swiftly to unexpected challenges (e.g., absenteeism, tech disruptions), reallocating resources to maintain service continuity.
- Analyzed reports and operational trends to forecast staffing needs and inform resource planning decisions.
- Maintained full compliance with regulatory frameworks and internal standards, ensuring operational integrity and risk mitigation.
Executive Director’s Assistant
Small and Medium Telecom Operators Association of Georgia
Tbilisi
01.2017 - 12.2018
- Organized executive calendars, and supported operational scheduling.
- Drafted reports, and facilitated communication across departments.
Education
Master of Science - Business Administration And Management
Georgian Technical University
Tbilisi07-2019
Bachelor of Science - Economics
Ivane Javakhishvili Tbilisi State University
Tbilisi07-2017
Skills
- Performance Analysis & Scorecard Management
- Training & Onboarding Support
- Workforce Planning Strategy
- Excel Reporting & Dashboard Creation
- Quality assurance
- Data analysis
- Time management
- High responsibility
- Conflict resolution
Certification
- Bloomberg Market Concepts – Bloomberg Institute
- Neuromarketing management – Neuromarketing Academy
- Graphic design – creative education studio
Languages
Georgian
First Language
English
Advanced (C1)
C1
Russian
Advanced (C1)
C1
Timeline
Quality Coach
Teleperformance Georgia
05.2021 - Current
Content Moderator
Majorel Georgia
05.2021 - 05.2021
Service Manager
Evolution Georgia
12.2019 - 05.2021
Executive Director’s Assistant
Small and Medium Telecom Operators Association of Georgia
01.2017 - 12.2018
Master of Science - Business Administration And Management
Georgian Technical University
Bachelor of Science - Economics
Ivane Javakhishvili Tbilisi State University
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