Quality Assurance Service

David Pineda

Home: 210-***-**** - Work: 210-***-**** - *******@****.***

Candidate: Quality Assurance Manager

A skilled process analyst and a true visionary with 9-years experience in

QA/QC and a solid track record of supporting world-class levels of quality

and creating remarkable value for my employing firm.

EDUCATION

Bachelor of Business Administration (BBA) Degree - UTSA, 2006

Associates of Arts in Business - Northwest Vista College, 2004

WORK HISTORY

QA Process Developer (June 2008 - Present)

Southwest Business Corporation (SWBC), Mortgage & Bank Division, San

Antonio, Texas

Working adjacently to the QA department in a relatively large insurance

servicing division, I've implemented process solutions involving multi-

layered business processes and the vending of service outsourcing for

various clients. Presently interfaces with servicing teams and leadership

to support quality and business-level objectives.

. Working cross-functionally, collaborates with clients, project

managers, and leadership on the maintenance of outsourcing handoffs.

Participates in the planning, development, and implementation of

handoffs to optimize servicing capabilities and to maximize service

quality for successful and value-driven outsourcing.

. Developed and aligned SOPs according to client service agreements,

servicing benchmarks, and process cycle times.

. Supported business processes by correcting performance gaps,

operational disconnects, and Critical-To-Quality performance

deficiencies among all servicing activities. Developed training

programs to address substandard performance.

. Designed and implemented a Quality Reporting System (QRS) to centralize

reporting and trending of service quality for 15+ service teams and

functional departments.

. Collaborated with IT on the development of a resourceful division-

specific Intranet that now hosts policies, SOPs, reference information,

and the division QRS. This development has created the capacity to

accommodate the division's growth demand and has become the catalyst

for the division's reliance on system information.

Quality Assurance Specialist (March 2001 - June 2008)

Southwest Research Institute, San Antonio, Texas

Working closely with seasoned QA engineers in a large diverse technical

division, supported a results-oriented quality management system (QMS)

encompassing 5 technical business units.

. Conducted internal audits/surveillances for maintaining compliance with

regulatory bodies such as DOE, EPA, FDA, USACE.

. Regularly interacted with regulatory auditors, clients, and project

management on business and quality initiatives.

. Developed 31+ Quality System SOPs for integrating to the ISO 9001:2000

QMS standard.

. Documented corrective and preventive action reports for all business

units and maintained quality reporting and trending.

. Developed program SOWs and maintained / revised 300+ technical SOPs and

work instructions for all business units.

. Quality is an intimate requirement for creating client Value and for

maintaining continuous regulatory compliance. At SRI, I've developed

the skills for mobilizing vision and igniting passion for achieving

diligence in quality.

VALUE-CREATING PROFICIENCIES

. High conceptual understanding of quality perspectives for both

clients and regulatory authorities.

. Familiarity with Six Sigma concepts and Process Re-engineering (BPR)

methodologies.

. Skilled in developing process modeling, process simulation, workflow

mapping, and workflow reprioritization.

. An innovator and a True Visionary with a passion for achieving

excellence and creating remarkable Value.

APPLICATION SKILL

Highly proficient in office tools including: MS Access, Visio,

Project, PowerPoint, Snag-It,

Adobe Acrobat (full ver), AS/400 I-series, SAP [and ERP concepts],

and SDLC concepts.

Contact this candidate