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Quality Assurance Resume Profile

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Process and project management specialist

Profile

  • I have created and successfully implemented several processes within my department that have lead to overall improvement. Through that I was allowed to complete my BPM certification in February. From this, new training material was released to the department so that newer agents could benefit from it. With the department's confidence I created another process to make a central location for customer impacting issues to be visible for everyone.

Examples of processes

  • Behavior Advocacy Team BAT A process for getting metrics under control
  • Tribal Knowledge Outreach A system in place that allows for the sharing of information from peer to peer.

Confidential

Customer Service Coordinator

Customer Service Coordinator
  • Support team with new training material by attending classes and educating peers on new and changing policies and procedures.
  • Solve customer challenges quickly and efficiently.
  • Maintain quality control/satisfaction records constantly seeking new ways to improve customer service.
Customer Service Coordinator
  • Support team with new training material by attending classes and educating peers on new and changing policies and procedures.
  • SME of policies and procedures, the go to for our knowledge database
  • Created processes that improved metrics on the floor by 30 over a two month period.

Confidential

Human Resource Assistant Administrator

  • Implemented organizational tools that allowed for maximum efficiency
  • Liaison for corporate and staff for payroll concerns
  • Carried out basic clerical tasks such as typing correspondence, sending out emails and faxes to corporate

Confidential

Quality Assurance

  • Developed methods that increased failure detection by 30
  • Implemented team building techniques that increased testing effectiveness within the department
  • Facilitated the reorganization of teams to test new content
  • Created templates to streamline data entry
  • Maintained employee files and followed the proper procedures to keep these files secure
  • Carried out basic clerical tasks such as typing correspondence, sending out emails and faxes to corporate

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