Novy

About

I am a detail-oriented professional with 6+ years at Manulife, including 2+ years as a Quality Assurance Senior Analyst. Recognized for adaptability and leadership, I often stepped into supervisor responsibilities—preparing reports, assigning tasks, and representing the QA team in meetings with directors and managers. In this role, I delivered impact through report generation, quality monitoring, and process improvements. I developed actionable reports in Power BI and Excel, identified data discrepancies, and provided insights to senior leadership. I also conducted quality checks of calls and emails in Amazon Connect with Salesforce, ensuring compliance, accuracy, and service excellence. Beyond evaluations, I led coaching and training sessions, managed task assignments, and worked with cross-functional teams to implement updates. I also created and revised Quality Standard Procedures (QSPs) to drive consistency across global teams and maintained reporting accuracy through SharePoint documentation. I am highly adaptable, collaborative, and committed to driving efficiency, compliance, and operational excellence.

Skills