Quality Assurance Manager resume example with 11+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

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
04/2018 to Current Quality Assurance Manager Agropur 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 04/2018 Second Signatory/ Center Manger Grameen 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 08/2013 Dispatcher Customer Service Representative Acena | 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 & Design Queens Community College CUNY, Bayside, NY, GPA:
Expected in 06/2009 High School Diploma | Thomas A. Edison Career And Technical Academy, Jamaica, NY, GPA:

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Resume Overview

School Attended

  • Queens Community College CUNY
  • Thomas A. Edison Career And Technical Academy

Job Titles Held:

  • Quality Assurance Manager
  • Second Signatory/ Center Manger
  • Dispatcher Customer Service Representative


  • Some College (No Degree)
  • High School Diploma

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