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Senior Quality Analyst Resume Example

Resume Score: 80%

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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
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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

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