Sarit Franzen-Hoogendam
US Quality Lead
Atlanta,GA
Summary
Strategic Quality Lead, with global experience in fast-moving airline, fin tech and tech industry. Exceptional in building relations with internal and external stakeholders to provide scalable business sales solutions based on process and quality performance.
Proven problem solving and analytical thinking skills, a fast-learning curve, and ability to adapt to evolving market trends, while having the ability to safeguard the needs of the client.
A committed quality -and process consultant with a healthy curiosity to go beneath the surface to find opportunities for process improvements and who strives for QA excellence through person-led and effective cooperation.
Overview
18
18
years of professional experience
5
5
Languages
Work History
Quality Lead - US Pinterest
Accenture
03.2024 - Current
- Owns the Quality Control process in the US market and responsible for quality delivery of 200+ sellers and 7 QA analysts in the US market.
- Developed scalable global QA processes for multiple Sales Motions and new products and implemented these successfully on a cross-functional level in 6 markets.
- Accountable for regional KPI performance in line with the strategy with proven results for QA Analyst, Sales Team Leads and Functional Leads with continuous successful results quarter over quarter.
- Oversaw and managed closed beta product testing optimizations based on quality audits that resulted in accelerated regional product roll-outs and increased seller pitch adoption to 58% (Q1) compared to 51% (Q4) for Performance Plus
- Implemented scalable frameworks, introduced cost-saving AI tools, automated reporting saving 450 hours monthly.
Interim Cross-Functional Lead
Accenture | Pinterest
04.2025 - 07.2025
- Established strong relationships with clients through proactive communication and excellent service delivery
- Facilitated meetings between technical teams and stakeholders to establish clear expectations and goals for each phase of the project, resulting in all XFN teams achieving their OKRs in Q1 FY'25
- Streamlined Content Delivery workflow processes by identifying SLA bottlenecks, resulting in improved productivity across the department
- Spearheading bi-weekly client roll ups to track Performance Plus revenue and through extensive XFN collaboration able to support product adoption by 12% QoQ through strategic GTM approach, resulting in 56% full revenue adoption
Interim Quality Lead
Accenture | Pinterest
01.2024 - 03.2024
- Launched bi-weekly function-specific QA syncs across Sales and L&D, led by individual QAs; resulted in a 40% improvement in QA-to-sales alignment as cited in MBR/QBR stakeholder feedback.
- Designed and implemented coaching plans and live facilitation training, leading to 100% QA analyst participation in live syncs and a measurable increase in confidence and clarity of recommendations shared with functional leads.
- Developed internal reporting frameworks that streamlined QA data tracking and visualization, helping QA Analysts and Team Leads achieve their client-facing OKRs with greater accuracy and consistency.
- Facilitated Clifton Strengths workshops, inclusive “ways of working” sessions, and 1:1 development planning, resulting in clear individual growth plans for 100% of direct reports and increased engagement reflected in the Q12 survey results.
- Mentored a previously QA cohort to lead data-driven discussions with FL/TLs; within 5 months, QA-led syncs became a core driver of actionable insights, acknowledged by both client and Accenture stakeholders
Quality Auditing Analyst
Accenture | Pinterest
05.2023 - 01.2024
- Acquired full QA reporting proficiency across multiple tools (Gong, SFDC, Medallia), supporting weekly QA reports, bi-weekly newsletters, and client-facing WBRs, MBRs, and QBRs; insights directly contributed to function-level decision-making and performance visibility.
- Delivered QA data analysis across calibration, scorecards, and POD analytics, enabling deeper reporting per seller and behavior-based trends; supported FLs/SMs with actionable QA insights that improved visibility into high vs. low performer patterns.
- Created and maintained dynamic Google Sheets dashboards and trackers, including pivot tables, automated formulas, and visual graphs; improved team tracking of OKRs and QA outputs while enabling faster data consumption for leads.
- Supported the QA team with 98% on-time delivery rate (180 scored calls in Q1) while meeting all KPI benchmarks; provided interim coverage for US QA Lead by facilitating QA roundtables, surfacing insights, and ensuring continuity of quality outputs.
- Achieved 100% positive feedback from clients, peers, and stakeholders (FLs/SMs), based on consistent collaboration, responsiveness, and quality of deliverables shared across QA and cross-functional forums.
Quality Lead Market Expansion
Klarna
01.2022 - 01.2023
- Owned the Quality process and demonstrated impact by launching a scalable quality framework and controls in 6 emerging European markets, leading to an overall increase of deliverables.
- Decreased escalation rates with 7% in Q2 and Q3 2022 by implementing tangible process improvement plans and monitoring data analytics.
- Accountable for KPI performance in line with the strategy with proven results.
- Leading collaborative quality assurance and product improvement projects from start to finish.
- Hired, trained and mentored a team of specialists on competence and performance level.
- Oversaw the efficient completion of quality assurance projects. Set schedules, assessed risks, reviewed the work of the team and updated leadership in WBR's.
Senior Quality Process Analyst
Klarna
01.2021 - 01.2022
- Generated and analyzed quality audits, implemented action plans which resulted in 3% CSAT increase in Q4 2021 and Q1 2022.
- Achieved process and quality improvements based on tangible and quantifiable action plans through effective stakeholder management and customer feedback loops.
- Partnered in product and process improvement projects by recommendations based on data analytics, customer feedback and incidents in team collaborations.
- Conducted agent coaching and workshops resulting in knowledge improvements leading to increased customer satisfaction.
Service Delivery Specialist
Klarna
01.2021 - 01.2022
- Serviced customers and merchants to find resolutions for dispute/fraud cases in 3 European markets
- Investigated and analyzed use case related process/product issues and
initiated project groups to find tailor-made business solutions. - Supported and advised customer service vendors with proven operational
expertise - Optimized processes, guidelines and routines after conducting root cause
investigations in CS processes and product roll-outs
Cabin Attendant
KLM Royal Dutch Airlines
01.2008 - 01.2016
- Performed pre-flight safety checks & crew briefings and adhered to safety and security guidelines.
- Responsible for the well-being of pax and implementing the service on long/short haul flights, while providing optimal customer experience.
- Responded to any in-flight emergencies by providing necessary assistance to passengers including administering emergency first aid and completing incident reports.
Project Manager Business Development
KLM Royal Dutch Airlines
01.2011 - 01.2012
- Responsible for business development projects with the focus on crew-, customer- and brand experience.
- Ensured the programming, planning, design, construction, schedule and budget related issues that posed challenges.
- Handled vendor staff support overseeing project construction and administration.
- Completed 4 employee engagement projects (FY'11) and was responsible for driving avg. 97% CSAT at each event and pursuing ongoing CX optimization.
Inflight Product Lead
KLM Royal Dutch Airlines
01.2010 - 01.2011
- Quality tested and optimized process and working methods for cabin crew.
- Organized communication and instruction to enable smooth product launches.
- Conducted competitive product, trend and market analysis, research of industry best practices and identification of customer trends.
- Monitoring & realization of CSAT KPI's (passenger appreciation, quality & unit cost).
Education
BBA - Business Management
TIO University of Applied Sciences
Rotterdam, The Netherlands 01/2005 - 01/2010
Timeline
Interim Cross-Functional Lead
Accenture | Pinterest
04.2025 - 07.2025
Quality Lead - US Pinterest
Accenture
03.2024 - Current
Interim Quality Lead
Accenture | Pinterest
01.2024 - 03.2024
Quality Auditing Analyst
Accenture | Pinterest
05.2023 - 01.2024
Quality Lead Market Expansion
Klarna
01.2022 - 01.2023
Senior Quality Process Analyst
Klarna
01.2021 - 01.2022
Service Delivery Specialist
Klarna
01.2021 - 01.2022
Project Manager Business Development
KLM Royal Dutch Airlines
01.2011 - 01.2012
Inflight Product Lead
KLM Royal Dutch Airlines
01.2010 - 01.2011
Cabin Attendant
KLM Royal Dutch Airlines
01.2008 - 01.2016
BBA - Business Management
TIO University of Applied Sciences
01/2005 - 01/2010
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