Daniela Ben Simon Brito
Quality Team Leader
Experience
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.
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.
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.
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.
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.
Industries Experience
See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.
Experienced in Banking and Finance (4.5 years), Information Technology (2.5 years), and Professional Services (1.5 years).
Business Areas Experience
The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.
Experienced in Human Resources (5.5 years), Quality Assurance (4 years), Customer Service (1.5 years), and Project Management (1.5 years).
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. Also, it focuses on leading cross-functional QA and coaching efforts to improve KPIs through targeted feedback and performance analysis. I thrive in fast-paced, high-growth environments where training plays a key role in operational success.
Skills
Management Skills**
Global Team Leadership & Development
Learning Needs Assessment & Curriculum Design
Elearning Authoring
Training Delivery & Facilitation
Lms And Lxp Administration & Management
Knowledge Management & Content Curation
Process Optimization & Workflow Improvement
Quality Assurance & Compliance
Digital Tools**
Lms: Centrical, Juno
Qa Platforms: Evaluagent, Playvox, Klaus, Loris.ai
Slack
Monday
Asana
Microsoft Office Suite
Google Suite
Articulate 360
Canva
Synthesia
Atlassian
Ai-related Tools: Chatgpt, Sora, Notion
Programming Skills**
Basic Understanding Of Sql
Basic Understanding Of Python
Languages
Education
MIA Digital University & UDIMA
Master’s in Educational Technologies & Instructional Design · Educational Technologies & Instructional Design
University of Lisbon – Faculty of Dental Medicine
Integrated Master’s in Dentistry · Dentistry · Lisbon, Portugal
Profile
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