Gosia Aleta
About Gosia Aleta
Gosia Aleta serves as the Director of Operations at unitQ, where she oversees the Quality Hero Department and manages client data processing and onboarding. With extensive experience in customer support and team management, she has successfully implemented strategies to enhance operational efficiency and team productivity.
Work at unitQ
Gosia Aleta serves as the Director of Operations at unitQ, a position she has held since 2020. In this role, she leads the Quality Hero Department, which is responsible for processing all incoming client data and managing new client onboarding and implementation. Aleta has established an offshore team of agents in the Philippines to ensure continuous data processing across different time zones. She has also implemented HubStaff to analyze team productivity and identify areas for performance improvement. Additionally, Aleta has developed a new training program for the Quality Hero department to expedite the onboarding of new team members and support departmental scaling.
Previous Experience
Before joining unitQ, Gosia Aleta held several significant positions in various organizations. She worked at The Meet Group as the Director of Community Support and Safety from 2011 to 2017 in the San Francisco Bay Area. Following that, she served as the Director of Customer Experience and QA Manager at Smule, Inc. from 2018 to 2019. Aleta also worked at Peet's Coffee & Tea as a Licensed Partner Account Manager from 2007 to 2011 in Emeryville, California. Her diverse experience in operations and customer support has contributed to her current role.
Education and Expertise
Gosia Aleta studied at the College of San Mateo from 1995 to 1997, completing a two-year program. She then attended San Francisco State University, where she studied English Literature and earned a Bachelor of Arts degree from 1997 to 2003. Her educational background has provided her with a strong foundation in communication and operational management, which she applies in her current role at unitQ.
Team Restructuring and Collaboration
In her role at unitQ, Gosia Aleta has restructured the Quality Hero teams to optimize performance. This involved distributing responsibilities and creating sub-teams focused on specific client needs. She has collaborated closely with Customer Success and Sales teams to align client onboarding processes, apply unique client taxonomy, upsell features, and support contract renewals. Her efforts have contributed to reducing client onboarding time from four weeks to two weeks through effective collaboration with Data Science and Engineering.