Description

QA Specialist with 4+ years delivering audits, RCA, SLA improvements and process optimisation in iGaming and BPO environments. Detail-oriented and data-driven — skilled in quality reporting, cross-team process improvements, and delivering measurable results.

Industry field of expertise

Languages

Portuguese
Native or bilingual
English
Fluent
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Patrianna
QA Specialist
ENTERTAINMENT AND LEISURE
May 2025 - February 2026 (9 months)
Gibraltar, Gibraltar
▸ Conducted QA audits and process reviews of workflows and content for Risk and Payments teams, ensuring compliance with company policies and service standards.
▸ Performed root cause analysis (RCA) and developed action plans that directly improved SLAs and cross team performance.
▸ Prepared quality reports and stakeholder insights to support strategic decision-making.
▸ Maintained and updated process documentation and SOPs to reflect best practices.
Root Cause Analysis Audit Process facilitation Project Management Lean management
Kaizen Gaming
QA Specialist
ENTERTAINMENT AND LEISURE
September 2022 - April 2025 (2 years and 7 months)
Lisbon, Portugal
▸ Led category-focused sprints, elevating SLA and Quality scores to 9/10 through workflow optimisations, targeted training materials, and custom macros.
▸ Led BPO QA audits and weekly calibration sessions to ensure consistent quality standards across the company.
▸ Developed tailored performance plans for underperforming agents and teams, delivering insights that boosted company metrics.
▸ Delivered weekly QA reports with examples and analytics on top pain/best categories.
▸ Consistently hit top-performance targets every quarter in fast-paced iGaming environment.
Audit Atlassian Confluence Atlassian JIRA Root Cause Analysis Lean six sigma
Accenture
T&S Operations Analyst
TECH
October 2021 - July 2022 (9 months)
Lisbon, Portugal
▸ Reviewed flagged activities for fraud risk and enforced client compliance policies.
▸ Analysed and classified suspicious behaviour paterns across high-volume operations.
▸ Consistently delivered high-quality reviews maintaining productivity targets.
Project Management Brand content Risk analysis Needs analysis Risk Management