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Quality Assurance Analyst Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: - Cell: - resumesample@example.com - -
Experience
03/2017 to Current
Quality Assurance Analyst Breakthru Beverage Group Prescott Valley, AZ,
  • Monitors and reviews responses from line management for completion when management notifications are sent by SSCOT.
  • Effectively communicates with line management and various partner groups through email and phone conversations.
  • Provides work direction by delegating daily tasks to the response required team.
  • Hosts weekly Team Call providing sales quality protocols, operations and communication updates.
  • Responsible for identifying and reporting trends.
  • Provides training to SSCOT.
02/2017 to 03/2017
Quality Assurance Analyst Breakthru Beverage Group Richmond, VA,
  • Conducted polling interview calls to gather information from Retail Bank customers to assist with compiling research to confirm or deny case allegations Responsible for managing the SSCOT inbox while responding and escalating questions and concerns appropriately Analyzed data and information and effectively communicates findings Responsible for ensuring that required data is input into tracking systems accurately Responsible for training new hires Effectively communicates with key partners and leaders.
10/2012 to 02/2017
Service Manager II First Busey Corporation Joliet, IL,
  • Ensures the branch is in compliance with company regulations, policies and procedures by completing daily, weekly and monthly audits.
  • Confirms completion of all team members quarterly compliance training.
  • Manages complex customer concerns and transactions while using sound judgment to prevent losses.
  • Proactively supervises and observes the service team, then provides feedback to ensure consistent team performance and excellent customer satisfaction.
  • Serves as a role model for the Wells Fargo Customer Experience culture while embracing diversity and maintaining ethics and integrity.
  • Serves as support for the platform team and inspects Sales Quality during Mid-Session reviews.
06/2009 to 10/2012
Personal Banker I Sonabank Fairfax, VA,
  • Responsible for having conversations with customers and conducting detailed financial reviews, offering products and services that meet their needs and help them succeed financially Contacted customers by phone to follow up to ensure customer satisfaction, build relationships and address any additional financial needs based on the customers' financial priorities Worked with Branch Manager to increase effectiveness in serving customers and meeting their financial needs through feedback and coaching Built relationships with local business and schools to help promote financial literacy.
Work History
03/2017 to Current
Quality Assurance Analyst
Wells Fargo Bank N.A Elk Grove, Ca
  • Monitors and reviews responses from line management for completion when management notifications are sent by SSCOT.
  • Effectively communicates with line management and various partner groups through email and phone conversations.
  • Provides work direction by delegating daily tasks to the response required team.
  • Hosts weekly Team Call providing sales quality protocols, operations and communication updates.
  • Responsible for identifying and reporting trends.
  • Provides training to SSCOT.
02/2017 to 03/2017
Quality Assurance Analyst
Wells Fargo Bank N.A Folsom, Ca
  • Conducted polling interview calls to gather information from Retail Bank customers to assist with compiling research to confirm or deny case allegations Responsible for managing the SSCOT inbox while responding and escalating questions and concerns appropriately Analyzed data and information and effectively communicates findings Responsible for ensuring that required data is input into tracking systems accurately Responsible for training new hires Effectively communicates with key partners and leaders.
10/2012 to 02/2017
Service Manager II
Well Fargo Bank N.A Sacramento, Ca
  • Ensures the branch is in compliance with company regulations, policies and procedures by completing daily, weekly and monthly audits.
  • Confirms completion of all team members quarterly compliance training.
  • Manages complex customer concerns and transactions while using sound judgment to prevent losses.
  • Proactively supervises and observes the service team, then provides feedback to ensure consistent team performance and excellent customer satisfaction.
  • Serves as a role model for the Wells Fargo Customer Experience culture while embracing diversity and maintaining ethics and integrity.
  • Serves as support for the platform team and inspects Sales Quality during Mid-Session reviews.
06/2009 to 10/2012
Personal Banker I
Wells Fargo Bank N.A Orangevale, Ca
  • Responsible for having conversations with customers and conducting detailed financial reviews, offering products and services that meet their needs and help them succeed financially Contacted customers by phone to follow up to ensure customer satisfaction, build relationships and address any additional financial needs based on the customers' financial priorities Worked with Branch Manager to increase effectiveness in serving customers and meeting their financial needs through feedback and coaching Built relationships with local business and schools to help promote financial literacy.
Education
Expected in 2000
High School Diploma:
Norco High School - ,
GPA:
Summary
Ambitious banking professional extensively trained in bank leadership, risk operations and bank procedures who strives to exceed expectations. Strong Analytical Skills High Attention to Detail Practices Due Diligence Excellent work ethic
Highlights
  • MS Office Extremely Organized Flexible Team Player Strong People Skills
  • Coaching
  • Customer satisfaction
  • Direction
  • Email
  • Financial
  • Inspects
  • Managing
  • MS Office
  • Monitors
  • People Skills
  • Policies
  • Protocols
  • Quality
  • Reporting
  • Research
  • Retail
  • Sales
  • Sound
  • Team Player
  • Phone
Skills
  • MS Office Extremely Organized Flexible Team Player Strong People Skills,
  • Coaching, customer satisfaction, direction, email, financial, inspects, managing, MS Office, Monitors, People Skills, policies, protocols, Quality, reporting, research, Retail, Sales, sound, Team Player, phone
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    Resume Overview

    School Attended
    • Norco High School
    Job Titles Held:
    • Quality Assurance Analyst
    • Quality Assurance Analyst
    • Service Manager II
    • Personal Banker I
    Degrees
    • High School Diploma