Gosia Aleta
- Role
- Director of Operations at Unitq
- Location
- San Mateo, CA, US
- LinkedIn followers
- 500 followers
About Gosia Aleta
I gravitate to the issues that make others run the other way. I am very passionate about…
Experience
Director of Operations
Jan 2020 — Present
Head of the unitQ Quality Hero Department which is responsible for all incoming client data processing and new client onboarding and implementation-Established a new offshore team of agents (Quality Heros) in the Philippines while continuing to operate out of the US and Ukraine to follow an \"around the sun\" style of dedicated data processing-Restructured the Quality Hero teams to distribute responsibilities, utilize and promote top performers, and create sub teams to focus on specific client needs and onboardings-Launched HubStaff to help gather data on team productivity and uncover areas that can be restructured for better performance-Created a new Quality Hero training program to quickly onboard new team members and help scale the department as business grows-Partnered with Data Science and Engineering to update old tools as well as develop new tools and processes to help scale and keep up with client growth. Through updates and new tools reduced client onboarding time from 4 weeks to 2 weeks-Joined forces with Customer Success and Sales teams to align client onboardings, needs, and maintenance. Through this alliance we helped apply unique client taxonomy to their unitQ dashboard, upsell new features, and support contract renewals.
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