Strategic Quality Analyst versed in developing standard operating procedures and training materials to promote adherence to quality standards. Dedicated to identifying operational pain points and implementing actionable improvements reduce corporate costs and increase consistency of quality.
Daily responsibilities include importing audits in testing platform; Assigning populations to the designated analysts; Identify quality trends, system flaws, process inefficiencies, and training needs; Remediate exceptions ensuring errors are corrected within required timeframes; Escalate procedural deficiencies to management. Additional responsibilities include reporting month end results to senior management; Update and draft testing procedures; Monitoring completed work; Provide feedback to improve team performance.
Investigated identity theft claims to determine validity/compliance violations. My responsibilities included retrieving and analyzing financial documents, ID Theft Affidavits, and other documents related to the investigation. Conducting phone interviews with suspects, claimants and merchants. Logging all investigative findings in the designated program. Finalizing claims in accordance with Federal Regulations, and Internal procedures. This position provided me the skills to promote me to my current position.
Processed transactional fraud claims on corporate, business, and personal credit accounts. Answered phone calls and provided relevant case information to cardholders and relationship managers. Processed chargebacks using Visa and Mastercard platforms and documenting processes. I acquired technological expertise and gained thorough knowledge in the Fraud and Dispute processes.
Interviewing clients to assess situations, capabilities and problems; Entered client data in database; Maintained case records for all clients; Observed and recorded progress of juvenile offender; Followed medical orders and dispensed medications; Collaborated with probation officers, school representatives and other key individuals.
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