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QUALITY ASSURANCE ANALYST Resume Example

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QUALITY ASSURANCE ANALYST
Summary
Track record of results as a comprehensive Quality Assurance Analyst with 10+ years of key experience and subject matter expertise in customer service operations/management and analytics. Exceptional record of delivering cost effective, high quality solutions to meet challenging business demands. Skilled in business analysis, customer service, project management areas and proven ability to work with leaders to integrate process improvements within the overall business operating strategy. Consistently sought as a contributor on solution implementation within program and process development. Excellent communicator and strategist with the ability to collaborate with colleagues, customers, managers, and executives at all levels. Technical proficiencies include: Microsoft Word, Excel, PowerPoint, Outlook, Insight, Citrix, SharePoint, Callminer Salesforce and Aspect Workforce Management.
Skills
  • High customer service standards
  • Service solutions expert
  • Call center management experience
  • Dedicated to process improvement
  • Conflict resolution proficiency
  • Customer service management expertise
  • Customer Relationship Management software (CRM)
  • Multi-channel contact center software
  • Proficient in customer account software
  • Proficient with Microsoft Office Suite
  • Telecommunications knowledge
Experience
01/2017 to Current
QUALITY ASSURANCE ANALYSTCOLLECTIONS | Bluegreen Vacations － Boca Raton, FL
  • Coordinate with management to establish mortgage performance metrics and develop training plans to address performance improvement goals.
  • Responsible for daily audits on accounts for accuracy and compliance.
  • Provide support and feedback as needed to mortgage collection and maintenance fee production teams ensuring policies and procedures are being followed.
  • Subject matter expert in speech analytics used to identify root causes.
  • Listen, track, score and provide actionable feedback to 150 calls each month.
  • Reduced 60% of missed calls by analyzing call volume and availability.
  • Crated and administered weekly quality scorecards on each agent's performance using speech analytics.
  • Tracked and maintained daily delinquency and default reports from Business Intelligence Units.
01/2016 to 01/2017
OPERATIONS MANAGERThe Cleaning Authority － Boca Raton, FL
  • Grew start-up business to 150 customer and 300k in revenue.
  • Designed and executed marketing campaigns.
  • Sourced, hired, trained, and mentored employees.
  • Recorded employee attendance, personal and vacation time and reported all leaves of absence.
  • Created job descriptions, promotional levels and facilitated training for new and existing employees.
  • Trained over 70 staff members.
  • Guaranteed customer satisfaction by acting as point of contact for issue resolution and customer advocacy.
  • Drove performance by implementing/analyzing key metrics and dashboards.
  • Closed 88% of all in home sales estimates with new prospects.
  • Improved service delivery, customer outcomes, and business performance by identifying root problem causes and long term fixes.
01/2015 to 01/2016
PROJECT ANALYSTAmerican Express － Fort Lauderdale, FL
  • Promoted to perform increased strategic and complex analysis of company and market data in order to provide creative and collaborative business solutions that improved overall operational efficiency.
  • Prepared and distributed key client reports (service level adherence, trend, voice of the customer, etc.) to senior leadership.
  • Tracked servicing channel success rates and furnished reports to management and stakeholders on self-service usage and Interactive Voice Response (IVR) success rate.
  • Analyzed call center metrics and VOC data to identify opportunities for improved customer experience.
  • Reviewed call reason reports from Customer Relationship Management (CRM) tool and shared analytics and insights with servicing operations department and partner companies.
  • Standardized and executed regulatory initiatives including audits, business self-testing, and quality measurement/management.
  • Researched data and survey results to locate trends to improve processes.
  • Provided uptraining and coaching to new hires on changes to policies and procedures.
  • Analyzed call center survey metrics and implemented process improvements to help customer ease of use.
01/2013 to 01/2015
CASE ANALYSTAmerican Express － Fort Lauderdale, FL
  • Executed analysis of Service Member Civil Relief Act benefits for active duty card members related to adherence and compliance.
  • Discovered corrective account actions to ensure accuracy and decrease compliance risk.
  • Initiated improvements to case processing timelines by developing quality checklist process to improve department efficiency.
  • Received Superior Performance Award for exceeding quality expectations with 100% Health of Compliance in 2013.
  • Exceeded 100% of department goals by tracking and communicating case accuracy and using appropriate time management tools to increase case processing productivity.
  • Ranked No.
  • 1 out of 25 team members in SCRA in 2013 and 2014.
01/2011 to 01/2013
PLATINUM CUSTOMER SERVICE SPECIALISTAmerican Express － Fort Lauderdale, FL
  • Leveraged elite service delivery skills to investigate and resolved high-value card member questions, complaints, and billing disputes to enhance overall customer satisfaction and develop customer-employee relationships.
  • Reviewed account information and suggested options to card members including relevant products, services, and membership privileges.
  • Resolve complex customer issues and exceed expectations.
  • Ranked in top 1% out of 200 representatives based on customer service surveys, accuracy, call duration, and availability in 2012 and 2013.
  • Served average of 500 weekly customers while consistently exceeding expectations in all areas including speed, accuracy, and volume.
  • Earned Balanced Performance Award in 2012 and 2013 and Excellence Award in 2012.
  • Represented company at U.S.
  • Open Golf Tournament in 2012.
Education and Training
2015
Master of Business Administration: FinanceLynn University － Boca Raton, FLFinance
2006
Bachelor of Science: Hospitality ManagementLynn University － Boca Raton, FLHospitality Management
Skills
Business Intelligence, business solutions, Interactive Voice Response (IVR), Regulatory Compliance, improve processes, Process Improvement, sales, surveys
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Resume Overview

Companies Worked For:

  • COLLECTIONS | Bluegreen Vacations
  • The Cleaning Authority
  • American Express

School Attended

  • Lynn University

Job Titles Held:

  • QUALITY ASSURANCE ANALYST
  • OPERATIONS MANAGER
  • PROJECT ANALYST
  • CASE ANALYST
  • PLATINUM CUSTOMER SERVICE SPECIALIST

Degrees

  • Master of Business Administration : Finance
    Bachelor of Science : Hospitality Management

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