SEARCH

Senior Quality Analyst Resume Example

Resume Score: 80%

Love this resume?Build Your Own Now
TG

SENIOR QUALITY ANALYST
Summary

Dedicated Quality Control Analyst professional with project management, compliance and investigation expertise. Well-organized and analytical with strong attention to detail. Collaborate cross-functionally to support production of offshore and onshore teams, ranging from a variety of different products and processes.

Skills
  • Risk level determination
  • Strategy development
  • Root cause analysis
  • Training and coaching
  • Virtual Cognitive Assistance Development
  • Speech Analytics experience
  • Project and vendor oversight
  • Regulatory understanding
  • Documentation skills
  • Investigations expertise
Education and Training
Bachelor of ArtsUniversity of North TexasDenton,TX,Information Technology Project Management
  • Attending
Experience
CUNA Mutual GroupSenior Quality Analyst | Fort Worth, TX06/2013 to Current
  • Identified quality trends to investigate system flaws, process inefficiencies and training needs
  • Audited and created Check-the-Checker process for FNOL Claims pertaining to Disability, Hospitalizations, Unemployment, PBL, GAP and Auto Claims to promote on-shore and off-shore consistency
  • Monitored completed work and provided feedback to improve team member performance
  • Reported on audit results to inform stakeholders of areas in need of improvement
  • Administered internal surveys and analyzed results to decipher operational needs and develop targeted solutions
  • Maintained quality assurance procedure documentations
  • Streamlined processes, increasing efficiency and consistency to support quality initiatives
  • Gathered and entered data into to develop models and assess trends
  • Monitored product quality performance and created reports indicating effectiveness of quality management system in achieving identified goals
  • Collaborated closely with Vendor's, On-shore and Off-shore to promote team-oriented approach in daily activities
  • Implemented quality control objectives, actions and procedures to resolve production issues, optimize product reliability and reduce costs
  • Audited processes to identify areas of concern and improve efficiency
  • Make recommendations targeting business processes, customer service or other improvements based on analysis of trends and KPIs
  • Identifies and implements continuous configuration, tuning and improvement opportunities to Verint that effectuate proper targeting of calls requiring monitoring attention and reporting accuracy
  • Promote the company in maintaining a work environment focused on quality, communication, collaboration,integration, and teamwork
  • Removed samples at prescribed times and conducted deep dives and speech analytics reporting.
  • Outlined remediation plans to bring aberrant results into compliance with standards.
  • Coordinated investigations with Specialized Units in insurance and law enforcement agencies.
Moneygram International Inc.AML Compliance Analyst | Dallas, TX02/2012 to 11/2013
  • Monitored and tracked securities transactions and fund transfers
  • Responsible for managing and ensuring timely and accurate filing of required reports to FinCEN such as SARs and CTRs
  • Partnered with Operations Risk Managers and other FIU staff members to co-investigate cases as assigned and
    as necessary
  • Recommended whether to file the case with the Financial Crimes Enforcement Network; prepared Suspicious
    Activity Reports as warranted
  • Assisted with the evaluation of financial regulatory information, including evaluating for BSA compliance
  • Met with clients to implement best practice, project-manage needs and implement process improvements
  • Evaluated physical and digital records to determine potential risk and check compliance with guidelines
  • Offered subject matter expertise to stakeholders needing advise on compliance regulations and best practices
  • Assisted clients to resolve deficiency in risk prevention, business controls and productivity
  • Monitored and tracked securities transactions and fund transfers
  • Conducted reviews of specific transactions and reports that showed potential suspicious activity
  • Identified trends/issues as well as determines root cause and recommend solutions/enhancements
  • Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.
  • Examined various types of materials, including financial statements, written documents and audio files that could be used as evidence for fraud cases
Sabre Holdings Senior Fraud Consultant | Southlake, TX02/2006 to 02/2012
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity
  • Notified customers when fraudulent activity was detected in an effort to reduce impact
  • Participated in group discussions with team members to develop new ways to combat fraud
  • Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases
  • Identified fraud patterns and anomalies through analysis of large quantities of data
  • Trained and mentored new customer service executives to speed on-boarding process
  • Implemented processes and procedures to keep employees on task and workflow running efficiently
  • Supervised team of off-shore agents, delivering mentoring, continuous training and guidance in job challenges
Cingular WirelessSenior Fraud Analyst | Farmers Branch, TX02/2003 to 01/2006
  • Identified fraud patterns and anomalies through analysis of large quantities of data
  • Participated in group discussions with team members to develop new ways to combat fraud
  • Examined payments for identification and endorsement
  • Identified trends/issues as well as determines root cause and recommend solutions/enhancements
  • Collaborated with customer service team members regarding fraudulent calls, accounts and applications
  • Inputted all information regarding fraud investigations into detailed reports that were submitted to clients
  • Communicated with customers and company personnel, utilizing active listening and interpersonal skills
  • Notified customers when fraudulent activity was detected in an effort to reduce impact
  • Completed required investigations on referred files ahead of deadlines
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • CUNA Mutual Group
  • Moneygram International Inc.
  • Sabre Holdings
  • Cingular Wireless

School Attended

  • University of North Texas

Job Titles Held:

  • Senior Quality Analyst
  • AML Compliance Analyst
  • Senior Fraud Consultant
  • Senior Fraud Analyst

Degrees

  • Bachelor of Arts

Similar Resumes

View All
Senior-Quality-Assurance-Analyst-resume-sample

Senior Quality Assurance Analyst

COGNIZANT TECHNLOGY SOLUTIONS

Omaha, Nebraska