Leyla Hasanova
Baku
Summary
Strategic professional skilled in enhancing business performance through effective people management. Specializes in analyzing employee performance, identifying gaps, and implementing data-driven solutions to boost team effectiveness. Experienced in collaborating with Sales and Contact Center teams to influence behavior and drive performance improvements. Transitioning into HR Business Partner role focused on performance management and employee development.
Overview
14
14
years of professional experience
Work History
Quality Assurance Manager (HR-focused)
Sea Breeze
Baku
2024.09 - Current
- Lead performance management cycle across Sales and Contact Center teams, ensuring alignment with business goals and KPIs
- Identify workforce capability gaps impacting employee performance, engagement, and overall business outcomes
- Provide HR-driven, data-based insights to management to support strategic people decisions
- Drive employee development and learning initiatives, including training programs and competency frameworks
- Design and implement performance evaluation systems and support continuous feedback culture
- Partner with team leaders as a strategic HR advisor, aligning people management with business needs
- Contribute to employee engagement, retention, and motivation initiatives
- Support talent management processes, including onboarding, assessment, and development planning
- Ensure adherence to HR policies and support organizational effectiveness and continuous improvement
Service Quality Control Specialist
Baku City Residence
Baku
2024.02 - 2024.09
- Identified inefficiencies impacting customer satisfaction and conversion rates, leading to targeted improvement initiatives
- Monitored and analyzed quality of sales and customer service processes to ensure compliance with standards
- Conducted audits and provided actionable recommendations to improve performance
- Evaluated employee communication across calls, chats, and social platforms to enhance customer interactions
- Contributed to development of quality standards and service improvement strategies
Retail Management Representative
Azercell Telecom LLC
Baku
2014.09 - 2024.09
- Forecasted sales and analyzed performance data to identify growth opportunities
- Managed customer relationships, resolving complex client issues to enhance satisfaction
- Led front-office team, supporting daily operations to ensure smooth service delivery
- Trained and mentored employees in sales techniques and customer communication to improve team effectiveness
- Delivered training sessions and contributed to employee development programs
- Built long-term relationships with key clients, improving customer retention
Teacher
Ders Evi Education Center / Gunesh Education Center
2012.01 - 2020.01
- Delivered structured training sessions to enhance student engagement and developed targeted learning materials to support diverse learning needs
- Facilitated development of effective communication techniques through targeted practice and constructive feedback
- Developed engaging lesson plans aligned with curriculum standards.
- Fostered a positive classroom environment for diverse student populations.
- Incorporated technology to enhance learning experiences and student engagement.
Education
Master Degree - Russian Language & Literature
Baku Slavic University
Baku, AzerbaijanBachelor of Science - Russian Language & Literature
Baku State University
Baku, AzerbaijanSkills
- Strategic adaptability
- Quality assurance background
- Quality control
- Quality metrics
- Process improvement
- Process analysis
- Test planning
- Risk assessment
- Performance management
- Work prioritization
- Employee training
- Personnel training
- Stakeholder communication
- Leadership and team influence
- Team collaboration
- Team building
- Training development
- Employee mentoring
- Analytical problem solving
- Problem solving
- Strategic thinking
- Strategic adaptability
- Decision making
- Operation Monitoring
- Progress reporting
- Presentations
- Talent acquisition
- Detail-oriented standards
- Team building
Additional Information
Experience working closely with Sales and Contact Center teams, Strong ability to connect employee performance with business results, Focused on continuous improvement and organizational effectiveness
Languages
- English
- Russian, Fluent
- English, Intermediate
Websites
Timeline
Quality Assurance Manager (HR-focused)
Sea Breeze
2024.09 - Current
Service Quality Control Specialist
Baku City Residence
2024.02 - 2024.09
Retail Management Representative
Azercell Telecom LLC
2014.09 - 2024.09
Teacher
Ders Evi Education Center / Gunesh Education Center
2012.01 - 2020.01
Master Degree - Russian Language & Literature
Baku Slavic University
Bachelor of Science - Russian Language & Literature
Baku State University