Bernadett Glos
Dublin,Ireland
Summary
Accomplished Leader experienced in strategic planning and stakeholder management. Delivered organisational success through effective communication, quality assurance, and continuous improvement processes. Focused on driving business growth and leading high-performing cross-functional teams.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work history
Quality & AI Enablement Lead
Wipro Ltd
Dublin, Ireland
2026.06 - 2026.07
- Managed process efficiency, training, analytics, reporting, communication, and AI innovation initiatives to enhance operational effectiveness for a team of 32 auditors
- Led quality assurance, calibration, and reporting activities to enhance operational efficiency and support capacity planning workstreams
- Supported client and partner engagement, study management, and continuous improvement initiatives linked to performance management and governance
- Executed diverse tasks across multiple functions, adapting to remote work environment to ensure effective collaboration and continuity
- Adapted to work-from-home environment to maintain productivity and collaboration
Global Quality Program Lead
Wipro Ltd
Dublin, Ireland
2024.07 - 2026.05
- Program Strategy & Governance: Managed the Global Independent Quality Initiative Team for SMBG across 5 regions, building governance frameworks and aligning stakeholders across NORAM, LATAM, EMEA, APAC, and India.
- Benchmarking & Standardization: Define and implement industry best-practice quality processes, support structures, and KPIs to ensure global process standardization and measurable performance improvements.
- Identified strategic improvement opportunities in cross-functional meetings, facilitating internal engagements and managing change across global teams, guiding process optimization and standardization to enhance quality performance.
- Optimized quality processes and tools, researching methodologies to measure and enhance quality performance, partnering with cross-functional teams to implement changes that improved time efficiency and effectiveness.
- Data-Driven Insights: Supervised quality metrics, vendor performance data, statistical reporting, and executive dashboards to support leadership decisions.
- Executed global quality studies and insights programs, translating findings into actionable strategic recommendations that informed leadership decisions.
- Collaborated with remote teams while working from home, maintaining productivity during projects.
- Coordinated project activities remotely.
EMEA Regional (then Senior) Deputy Manager & Quality Program Lead
Wipro Ltd
Dublin, Ireland
2020.11 - 2024.07
- Spearheaded regional quality programs for major social media client across EMEA, expanding to global leadership mandate that enhanced service quality and increased value in marketing advertisements by 10%.
- Led cross-functional teams in high-volume remote environment, implementing quality processes that significantly enhanced performance metrics and increased customer satisfaction.
- Progressed from Regional Deputy Manager to Senior Deputy Manager while delivering strategic objectives and stakeholder value.
- Coordinated diverse tasks from home office, ensuring seamless operations and timely delivery of quality outcomes.
Customer Success Executive & Project Manager (Salesforce Integration)
Sentient Solutions Limited (Scorebuddy)
Dublin
2018.06 - 2020.10
- Oversaw customer success, retention, and project delivery for Salesforce integration, ensuring alignment with client objectives
- Facilitated client implementation and managed relationships in customer-facing delivery, improving client satisfaction and engagement in NPS score increase by 15%
- Conducted risk assessments to identify potential issues, contributing to company stability and growth.
Senior Quality Analyst & Project Coordinator – Quality Team Lead
HCL Technologies Limited
Dublin
2016.11 - 2018.05
- Oversaw quality assurance initiatives and team coordination in a structured delivery environment, improving consistency and adherence to quality standards.
- Managed to listen and evaluate up to 20 customer calls/chats per day to ensure alignment
- Coordinated cross-departmental quality projects, fostering collaboration among operations, management, and client stakeholders to achieve project alignment.
- Led weekly audit sessions to ensure compliance with industry standards.
- Optimized resource utilization through strategic planning and allocation measures.
- Upheld superior service levels by monitoring key performance indicators closely.
Performance Improvement Coach & Call Quality Coordinator
HCL Technologies Limited
Dublin, Ireland
2013.10 - 2015.07
- Coached customer service and technical support agents to improve performance and enhance service delivery.
- Coordinated call quality monitoring programmes, driving targeted quality improvement initiatives.
- Developed individual development plans targeting specific areas for improvement for each team member.
- Facilitated open dialogue within the team, improving understanding between team members.
- Fostered open communication and collaboration within the team, boosting morale and motivation.
- Strengthened trust within the team by promoting transparency and openness in communication.
Education
Honours Bachelor - PR, Marketing & Communications
Csokonai Vitez Mihaly Teachers Training College University of Kaposvar
Hungary 2002.01 - 2005.01
Skills
- Quality Assurance
- Root cause analysis
- Process improvement
- KPI management
- Stakeholder and Client management
- Strategic planning
- Problem-solving
- Team Leadership
- Communication skills
- Critical thinking
LANGUAGES
English:
Fluent
Hungarian
Native
HOBBIES AND INTERESTS
Committed to life-long learning, regularly pursuing self-directed professional development in quality management, program leadership, AI tools and emerging operational methodologies. Outside of work, enjoys outdoor activities, hiking with dogs, and weekend travel — maintaining the energy and perspective that fuels creative problem-solving.
Timeline
Quality & AI Enablement Lead
Wipro Ltd
2026.06 - 2026.07
Global Quality Program Lead
Wipro Ltd
2024.07 - 2026.05
EMEA Regional (then Senior) Deputy Manager & Quality Program Lead
Wipro Ltd
2020.11 - 2024.07
Customer Success Executive & Project Manager (Salesforce Integration)
Sentient Solutions Limited (Scorebuddy)
2018.06 - 2020.10
Senior Quality Analyst & Project Coordinator – Quality Team Lead
HCL Technologies Limited
2016.11 - 2018.05
Performance Improvement Coach & Call Quality Coordinator
HCL Technologies Limited
2013.10 - 2015.07
Honours Bachelor - PR, Marketing & Communications
Csokonai Vitez Mihaly Teachers Training College University of Kaposvar
2002.01 - 2005.01