Emanuele Longhi

After working as Senior Quality Analyst for an Indeed vendor, I got hired directly from Indeed, and I am using knowledge gained in this years to perform the below tasks:

• Using language skills and knowledge of the Italian market to evaluate quality standards with supporting data for assigned markets with a 95% target.
• Strategized and initiated new project ideas that will help improve search quality globally, and with a focus on Italy, including reducing the AHT of 50% for direct contact tickets.
• Collaborated with others in Search Quality, Product and Engineering to improve product features and job seeker experiences globally.
• Performed research and deep dive investigations to protect job seeker experience, maintain job quality and mitigate fraud by reducing the fraud rate in the market by 85%.
• Ability to interpret data and acquire or utilize existing technical skills to help develop tools, automate processes and monitor ongoing fraud and quality trends in Italy.
• Managed quality standards and communication flow with vendors and employees both internally and externally across multiple locations.
• Facilitate training and maintain training materials for vendors, new hires and other teams such as Client Success and Sales.
• Used project management skills to organize all initiatives, prioritize projects and execute against market goals.
• Helped define the policies that guide company-wide quality decisions and take direction as to the appropriate level of policy restrictions for specific markets.
• Collaborated with Resume, Risk and AGG as POC for INTL markets.
• Introduced new "Gold Standard" quality metrics in 18 markets within EMEA, APAC and MENA.

Started as Content moderation Agent and quickly became Senior Quality Analyst/Trainer, supporting multiple languages and lines of business, from fraud investigation to quality compliance, reviews and Q&As.

As Senior Quality Analyst and Trainer my main tasks were:

• Weekly tickets evaluations and coaching of approximately 20 Agents per week on Italian, French, Dutch and English markets.
• Investigation through multiple tools (web search, law compliance, moderation of video content, photo content) to ensure legitimacy of job advertisement.
• Compiled and distributed weekly/monthly and quarterly business reviews to team leaders and managers to improve service time and quality while increasing productivity.
• Led multiple internal process improvement and policy improvement projects to help operations meet and exceed quality standards and reduce costs.
• Partnered with management to create, develop and implement quality initiatives, resulting in internal and regrade quality score above 95%.
• Performed root cause analysis through identification of knowledge gaps and alignment in guidelines through deep analysis and easing of polices.
• Administered over 600 internal surveys in Q2 2020 and tabulated results to increase visibility.
• Weekly calibrations across multiple languages to ensure the correct application of policy updates and team alignment
• Crafted training materials and ran on-boarding sessions to train up to 16 incoming team members across multiple nationalities.
• Served as information systems liaison with vendors, information services and end-users, making recommendations for optimization of systems and safeguarding overall data integrity.
• Implemented test java scripts and recorded results.

Started as Barista/Deli assistant I gained the role of supervisor after 2 months and the manager role after 8 months with a consequent increase of the responsibilities. I took care of all the aspects of the shop organization such as:

• Visual merchandising.
• Stock management and orders.
• Roster planning.
• Staff training (food safety and customer service).
• Monitor customer experience and ensure consistent highest standard service at all times.
• Addressed the financial part of business (invoices, pay-slips).
• Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
• Implementing effective schedules for maximum quality coverage reducing expenses.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs resulting in 40% growth in sales.

School internship that became a job after receiving the offer by the Area manager.

Customer service and problem solving operated in-store and by phone.

Organization of the store appearance in order to gain a fresh and attractive visual experience.

Administration of all the opening and closing of the shop.

Customer active help to make sure that they will decide to purchase the better product for their needs. Stock management in order to guarantee the availability of every product for the customers. Order management and invoices arrangement.

At the age of 18 I started working in this family owned Business using my skills and passion for technology.

My tasks were directed to solve software/hardware problems for regular customers and companies.

This was my first job and as first employment it taught me a lot about how to interact with customers, the respect of all the high standards (especially food) and the work ethic.