Quality Assurance Manager resume example with 11+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Operation professional with 7 years of assisting/leading teams to meet performance targets and exceed client expectations. Comfortable working with minimal supervision, detail-oriented, and servicing clients of all sorts. Key strengths include team leadership, strong communication, strong interpersonal skills, cross-functional collaboration, ability to identify problems and implement solutions, and the ability to grasp new concepts quickly and efficiently. Seeking a new job opportunity that will allow me to utilize my skills within operations in order to gasp a management position.
Areas of expertise
Microsoft Office Suite
Problem-Solving/Strategic planning
Analysis & Research
Team Collaboration
Attention to Detail
Strong Organization skills
Training and Development
Leadership
Bilingual - Spanish & English
Experience
04/2018 to CurrentQuality Assurance ManagerAgropur Inc. | Scotia, NY,
Fielded customer complaints and rectified service issues.
Established product specifications and quality assurance practices.
Monitored product trends and suggested changes.
Appraised customers' requirements and worked to maintain high satisfaction.
Reviewed customer interactions and activity reports to identify and address concerns.
Kept records of quality reports and statistical reviews.
Reviewed current standards and policies.
Established procedures and quality standards.
Maintained clean and organized work areas.
Worked with managers to implement the company's policies and goals.
Actively suggested operational improvements to enhance quality, improve production times, and reduce costs.
Helped achieve company goals by supporting production workers.
Reviewed the performance of subordinates.
Drove team performance through effective training, coaching, and motivation of line employees.
Reviewed operations and conferred with technical or administrative staff to resolve production and processing problems.
Read and interpreted standard operating procedures to complete work accurately and efficiently.
Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
Implemented new quality assurance and customer service standards.
Provided analytical, planning, and coordination support on projects as assigned, reviewing, interpreting, analyzing, and illustrating data to stimulate and support enlightened decision making.
Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
02/2013 to 04/2018Second Signatory/ Center MangerGrameen America Inc | City, STATE,
Responsibilities included as a center manager
Interacting & Responsible for 560 Borrowers (Clients)
Responding appropriately to Borrower issues.
Recruited & Trained new borrowers and verify that they meet all the requirements to enter our micro-loan program.
Maintain financial records for each borrower.
Meet with borrowers weekly to conduct loan transactions, advise, counsel.
Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
Responsibilities included as Second Signatory:
Serve as a link between management and employees by handling questions helping resolve work-related problems.
Maintaining clean and safe work environment.
Responsible for the disbursement process daily and accounting daily and weekly.
Keeping office stocked with any office supplies needed.
Helping with bank reconciliation monthly.
Managed work and performance of more than 8 employees.
Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Trained initial personnel, established critical internal functions, and outlined scope of positions for organization.
Created, managed, and executed office plans and communicated company vision and objectives to motivate teams.
02/2011 to 08/2013Dispatcher Customer Service RepresentativeAcena | City, STATE,
Tasks include order taking, answering incoming calls and analyzing the callers' problem.
Acting as an extension for business assigning complaint ID and giving the customer an approximate time necessary for the resolution of the problem.
Expertly receiving and responding to customer inquiries regarding orders, shipping, billing, returns, and technical support.
Consistently maintained 90% customer service satisfaction ratings through quality control and Message taking.
Maintained updated and detailed records of calls in physical and electronic database.
Directed investigations to verify and resolve customer or client complaints.
Documented all changes in computer tracking system.
Planned, organized, and managed subordinate staff's work to accomplish consistent work within organizational standards.
Actively listen to customers' requests, confirming full understanding before addressing concerns.
Education and Training
Expected in | Digital Web & DesignQueens Community College CUNY, Bayside, NY, GPA:
Expected in 06/2009High School Diploma | Thomas A. Edison Career And Technical Academy, Jamaica, NY, GPA:
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