Career-driven professional with skills in software implementation, Business Process Flows, risk management, quality validation, research, document management, project management and information literacy. Willing to travel and/or relocate.
Experience
Business Systems Quality Consultant
Researched and developed a wide range of new programs and processes, including reviewing and developing business requirements, performing ad hoc testing, reporting, testing management and communication and developing test cases, as needed
Developed and established a quality control program for managing risk and measuring compliance in all aspects of letter creation for a large multi-national financial institution
Improved project flows, efficiency and quality scores by 23 and to record and reduce major risk concerns
Supervised the Quality Assurance/Validation team during implementation of new processes, created training materials, acted as SME for validation at every level and supported team member skill development
Created reporting processes and procedures to ensure management buy-in and provide new quality measurements and statistics
Implemented new workflows to manage data collection and reporting, including the creation of several databases to manage validation, errors and risk management
Led the validation team for regulatory overhaul, large project development and records management
Confidential
Quality Assurance Analyst Software Administrator
Accomplished the development and implementation of a variety of work process flows and quality standards, including the creation of a mission statement and accompanying definitions of work for the entire validation team for use at all levels
Promoted from customer service to underwriter and ultimately to quality analyst for a large, multi-national insurance company
Identified and mitigated risk in multiple departments relating to commercial insurance- reviewed policies, endorsements, claims and all customer contact for errors, risk items and regulatory concerns
Reduced error percentages across several teams by as much as 46 .
Reduced critical risk in a large book of business by 20
Coached team members with regard to quality, errors and areas of improvement
Improved process documentation standards and accuracy
Implemented a cross-training program for team members to advance their skills and add another layer of validation and quality control to the programs worked
Lead administrator for quality assurance software used by several teams for validation and recording: including training, troubleshooting, help desk functions, form development, testing and user/access management
Contributed to several technology and software implementation, testing and development projects
Provided written communication and support to corporate management, third-party insurance carriers and outside clients as needed for the quality assurance team
Developed a Mission Statement and accompanying definitions of work for the entire quality assurance team for use at all levels
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