- Oversaw all aspects of quality assurance, including establishing metrics, applying the best strategic practices and developing new tools and training processes
- Established and regulated the Standard Operating Procedures for the company's Case Management Systems
- Established new and improved QA processes by developing testing procedures, mock cases, assigning and executing trial runs
- Completed timely quality reports highlighting deficiencies and issuing corrective actions
- Performed internal audits to maintain operating procedure and regulatory compliance standards
- Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Directed training programs for managers, supervisors, experienced employees, and new hires both virtually and in-house.
- Created script templates and adhered to company policies to consistently achieve call-time and quality standards.
- Coordinated with the aforementioned parties to provide tire replacements, tire repairs and mechanical services for broken down commercial vehicles.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Self-motivated Quality Assurance Lead Auditor with outstanding oral and written communication skills. Extensive knowledge in commercial tires, customer service, data entry, and the auditing process. Solid background in performing quality assurance testing and training. Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and excellent interpersonal skills. Motivated to maintain customer satisfaction and contribute to company success. Specializing in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
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resume Strength
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Resume Overview
School Attended
- Clover Hill High School
Job Titles Held:
- Quality Assurance Lead
- Training Supervisor
- Road Side Support Specialist
Degrees
- Advanced Academic High School Diploma
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