Support Operations · QA · Knowledge SystemsMelbourne · 10+ years

I build and improve systems.

With 10+ years in SaaS support, I build and maintain QA standards, knowledge bases, training and workflows. I keep them useful as products, policies and teams change.

Looking for my next role in Support Operations, QA, Knowledge Management or Enablement.

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Need a website or a small web tool? I build those too

Ticket #4821Open

Why did we get different answers?

A shared rubric makes decisions easier to align.

Less reworkShared guidance kept current, so the team needs fewer repeated explanations.

Fewer errorsClear criteria, examples and calibration to reduce avoidable mistakes.

Faster executionRepeatable steps, clear ownership and a defined path for exceptions.

Projects

Selected work building, maintaining and improving support quality, knowledge and workflows.

Support QA & Calibration System

Built the QA framework from scratch, then used review findings and calibration to keep standards, examples and coaching aligned.

Scoring criteriaCalibrationReview standardsFeedback loop

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15% lower

CALIBRATION VARIANCE

Knowledge Base System

Independently built and maintained 600+ articles used by 100–200 support staff, owning the structure, taxonomy and related updates as the product changed.

Content structureWriting standardsUpdate processTaxonomy

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600+

ARTICLES BUILT & MAINTAINED

Site Review Workflow

Built a review operation using AI, including decision rules, training and rostering, then refined the guidance with real cases and exceptions.

Process designDecision rulesTrainingEscalation logic

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99%

REVIEW CONSISTENCY

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What people say about my work

Feedback from managers and teammates on shared standards, coaching and ongoing improvement.

Manager

QA & calibration

“Since she handles the sheet where we add new updates from the calib discussion, she sets the standards for all QAs on what to follow when auditing.”

Manager feedback · 2026

Team member I coached

QA coaching

Coaching & clarity

“She taught me the thought process with great patience and care.”

Coaching feedback · 2026

Former teammate

QA & training

Training & enablement

“Katrina is handling QA and continuously changes the training materials to suit the needs of her trainees.”

Work feedback · 2023

More feedback

The Problems I Solve

I find the friction, then build the rules and systems that remove it.

Area	Common problems	What I do
Support Quality & ImprovementView case →	Scoring varies from reviewer to reviewer Review standards are unclear or applied differently Feedback is not tracked or followed up Issues found in QA are not fed back into the process	Build QA frameworks and scoring rules Write review standards with clear examples Calibrate reviews so people score in the same way Use QA findings to update processes, guides and training
Support Operations	Processes vary from person to person Handoffs lose important information Ownership and escalation rules are unclear Documentation gets out of date as the process changes	Build SOPs that cover the full process Create handoff templates so important information is not missed Define ownership and escalation rules, including handoffs Simplify workflows and update documentation as the process changes
Knowledge ManagementView case →	Only the standard case is documented Rules, examples and related information are scattered People still have to ask experienced teammates for answers Content isn't structured for how people or tools actually search Related articles do not match after a rule or policy changes	Document conditions and exceptions with examples Bring related content together in a clear structure Turn repeated questions into guidance, including what experienced teammates know Structure content so people and AI can find it using the terms and questions people actually use Update related articles when a rule or policy changes
Using AIView case →	AI gives a confident answer even when the rule is not clear AI outputs are used without enough testing Unusual cases get treated like normal ones The workflow changes, but the AI is still using the old instructions	Set the rules first before adding AI Test outputs against real cases before relying on them Handle edge cases separately when one answer does not fit Update AI instructions when the workflow changes
Automation & ToolsExplore tools →	Too much time is spent on work that follows the same steps every time Simple tasks that follow clear rules still get done by hand, one at a time What takes seconds alone adds up once it happens 50 or 500 times Some problems are too small for a full system, so they never get fixed	Automate repeatable steps that follow a clear rule Build lightweight tools such as ExtractURL and SmartSelect Solve small problems without waiting for a full system Script repeated work in Google Sheets and browser workflows

How I Work

Understanding the work, defining usable standards and keeping them current.

Spot the friction early

I notice repeated steps, unclear decisions, recurring mistakes, repeated explanations, or too much reliance on one person. I don’t wait for small friction to become a bigger problem.

Trace it to the root cause

I ask why the problem keeps happening, not just how to fix it this time. I trace it to the real cause — a process gap, unclear rule, missing documentation, training gap, ownership issue or tool limitation.

Explore the options

I compare different ways to solve the problem and look for the simplest, clearest and most practical one. I test whether it works across different cases and whether someone else can follow it without extra explanation.

Define the rule

I turn unclear judgement into explicit rules, conditions and exceptions, so people know what to do without guessing.

Build the system

I turn the rule into something people can use consistently — an SOP, QA standard, training guide, workflow, automation or lightweight tool.

Keep improving it

I keep the system current as products, policies or workflows change. When new issues appear, I feed them back into the process, documentation, QA or training — then start the cycle again.

Back to step one.The next point of friction starts the cycle again.

Things I've shipped on the side

Small websites and browser tools, built end to end and live today. I also take on a few freelance website projects.

Need a website or a small web tool? See services

06 · Contact

Let’s talk.

I’m looking for a role in Support Operations, QA, Knowledge Management or Enablement, with ongoing responsibility for improving how the team works. I’m also open to selected website and workflow projects.

Email me at hello@katrinas.page.

Email me