mariam gigauri

Building quality and learning infrastructure from scratch for a large-scale AI project. Managing 40+ analysts across 19 language markets, driving performance frameworks and measurable accuracy gains.

Conducted RCA and performance analysis, and reduced quality deviations through targeted coaching and continuous improvement. Selected to design and deliver onboarding and upskilling programmes for 200+ employees across the newly launched AI project, maintaining 98% trainee satisfaction.

Built an end-to-end L&D strategy for customer-facing teams in a high-volume environment. Used performance data to design learning paths that improved workflow effectiveness by 6%.

Coordinated CX operations and cross-functional alignment for JYSK Georgia, ensuring training initiatives and service standards reflected business goals and campaign changes. Conducted training needs analysis and built onboarding and upskilling programs from scratch, establishing SOPs and a knowledge-sharing framework that improved service consistency by 6%.

Resolved 20+ customer payment and loan cases daily as 1st and 2nd line support via Zendesk and email, consistently ranking in top 3 performers for speed, quality, and accuracy.