Daniela B. - Training and Quality Consultant | Instructional Designer

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Toulouse, France

Experience

Mar 2024 - Jun 2025

1 year 4 months

Quality Team Leader

Fiverr International Inc.

Led cross-functional initiatives end-to-end to improve key processes, resolve service-delivery gaps, and improve team collaboration, applying innovative methodologies such as Agile.
Led a team of 5 internal employees and multiple contractors for specific activities.
Raised agent performance to consistently exceed target (90%) through strategic coaching programs and QA-driven feedback that provided tailored solutions to identified pain points.
Led the implementation of new quality monitoring platforms and processes, increasing agent engagement by 20% and enhancing senior leadership visibility.
Increased CSAT and reduced escalation rate through targeted agent coaching and QA scorecard redesign.

Apr 2023 - Feb 2024

11 months

Training and Quality Team Leader

Fiverr International Inc.

Led teams to develop onboarding programs across 3 regions, with revised training strategy aligned with business goals and culture, reducing time-to-competency by 30%.
Analyzed quality processes, identified pain points, and developed quality protocols that ensured policy compliance.
Deployed LMS and internal documentation systems, achieving 95% course completion and reducing human error.
Increased internal collaboration and documentation contributions 3x by launching ownership-driven engagement campaigns.

Jan 2023 - Mar 2023

3 months

Training Specialist

Fiverr International Inc.

Delivered technical training to Marketplace Integrity agents, reducing moderation errors by 20%.
Designed and maintained an up-to-date knowledge base supporting self-learning and improving case resolution accuracy.
Streamlined new hire ramp-up through targeted learning materials, cutting time by 25%.
Partnered with Operations and Policy to align learning materials with platform risk changes.

Jan 2021 - Dec 2022

2 years

Training Team Leader

Payoneer Inc.

Directed training strategy for 500+ agents across 4 regions, reducing onboarding and ongoing training time by 20%.
Standardized training initiatives across four regions, increasing program consistency and performance.
Aligned learning goals with QA outcomes to boost training impact and operational KPIs.
Developed and managed a team of global trainers, delivering high-impact training sessions and development workshops.
Led the analysis and revamp of the LMS content, boosting training completion by 15%.
Led a team of 10-15 internal employees distributed in multiple countries.

Aug 2018 - Dec 2020

2 years 5 months

Training Specialist

Payoneer Inc.

Facilitated 300+ global learning sessions and initiated mentorship and coaching programs that raised learner satisfaction.
Developed blended learning modules for onboarding and skills refreshers, reducing ramp-up time by 20%.
Maintained LMS content delivery for multiple global hubs, ensuring consistency in curriculum execution.

Summary

Training and Quality Team Leader with over 7 years of experience designing and delivering impactful learning programs for global teams.

Skilled in process analysis and optimization, instructional design, curriculum development, international team management, and leading end-to-end training initiatives that support both employee growth and business strategy.

I led teams that deployed scalable learning paths, implemented innovative processes and digital solutions, managed LMS and LXP platforms, and created knowledge systems that empower teams to boost their performance.

I thrive in fast-paced, high-growth environments where training plays a key role in operational success.

Languages

English

Native

Portuguese

Native

Hebrew

Advanced

Spanish

Intermediate

French

Intermediate

Education

Oct 2023 - Jun 2024

MIA Digital University & UDIMA

Master's, Educational Technologies & Instructional Design

Oct 2005 - Jun 2011

University of Lisbon – Faculty of Dental Medicine

Integrated Master's · Dentistry · Lisbon, Portugal

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Experience

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Summary

Languages

Education

MIA Digital University & UDIMA

Master's, Educational Technologies & Instructional Design

University of Lisbon – Faculty of Dental Medicine

Integrated Master's · Dentistry · Lisbon, Portugal

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