Professional Profile
Fırat Kaya
Customer Experience, Quality Operations and Operational Excellence professional focused on transforming operational data, customer feedback and process findings into measurable improvement actions.
Professional Summary
Experienced in customer experience, quality operations and operational excellence. Skilled in analyzing support processes, SLA performance, customer feedback, service quality and operational bottlenecks. Produces clear findings, dashboards and improvement recommendations that support business decisions.
Core Focus Areas
Experience Highlights
Developed analysis models focused on SLA performance, long-running tickets, waiting statuses, operational bottlenecks and high-impact problem areas.
Managed and analyzed customer feedback studies such as NPS, identified key experience drivers and converted findings into actionable recommendations.
Contributed to quality evaluation studies covering first update quality, ticket handling behavior, process compliance and communication standards.
Used Power BI, Excel, Jira and process analysis methods to transform operational data into dashboards, management insights and improvement opportunities.
Supported AI-assisted quality evaluation initiatives by defining evaluation criteria, reviewing model outputs and improving operational quality rules.
Selected Strengths
- •Turning operational data into clear business insights
- •Identifying root causes behind SLA and support delays
- •Creating practical improvement actions from quality findings
- •Communicating analysis results clearly to business stakeholders
- •Combining customer feedback with operational performance data
Contact & Professional Profile
Explore my selected projects for detailed examples of customer experience analysis, operational reporting, process improvement and AI-assisted quality evaluation. You can also visit my LinkedIn profile for professional background and connection.