Quality Assurance Analyst
Resume:
April Mccall
Lead Quality Assurance Analyst
Brandon, FL 33510
************@*****.***
Willing to relocate to: Atlanta, GA - Miami, FL - New York, NY Authorized to work in the US for any employer
Work Experience
Senior Mortgage Underwriter
Clayton, a Covius Solution - Brandon, FL
March 2021 to February 2022
Remote, United States
Maintained mortgage program compliance with federal agencies such as VA, HUD and FNMA. Verified integrity of applicants' information to minimize fraud. Worked with processing team members to communicate errors and obtain missing information for current applications.
Monitored pipelines to track and log status of loans. Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines. Made careful determinations based on skilled analyses of submitted documentation covering credit histories, employment records and current financial status. Balanced risk against profitability to make optimal business decisions Income Tax Specialist
McCall Solutions - Brandon, FL
May 2018 to May 2021
Guide clients through various tax matters regarding the 2018 tax year via video and or phone utilizing proprietary software and several government websites for the United States and Canada. I successfully troubleshoot, resolve issues and answer complex tax questions using defined practices, procedures and company policies. I advise customers of the best method of transmitting tax forms and how to receive refunds and pay any taxes owed including making payment arrangements . Quality Control Specialist
Treliant Risk Advisors - Tampa, FL
February 2020 to March 2021
Conduct compliance loan file review analysis for Servicemembers Civil Relief Act (SCRA) related consumer loans and mortgages.
Identify and verify exceptions within files.
Research procedures and legal documents to determine if representative followed company policy and procedures to determine member benefits
Lead Quality Assurance Analyst
HSBC - Brandon, FL
May 2012 to April 2017
Facilitated the design, data collection and analysis of reviews for multiple departments. Involved in test planning, writing operational procedures and managed process updates to align with the continuous
internal/external policy and regulation changes.
Developed, implemented, and trained on 4 new audit processes that decreased risk errors from over 33% to less
than 6 %.•
Assisted management with specialized audits and investigations and provide detailed summary reports accordingly.
These reviews include but are not limited to RESPA, Regulation E, Regulation W, TILA, Anti-Money Laundering and Foreclosure Avoidance.•
Engaged management in developing responses to audit findings and identifying appropriate action steps to cure
exceptions identified and to mitigate future risk. Ran daily reports to access and distribute reviews for junior team members Performed daily audits of reviews tested by junior.team members as well as give feedback on areas of.opportunity and published team stats
Facilitated weekly team meetings to review team.statistica and educate team on any changes in regard to company/team policy and procedures
Prepared.quarterly reviews for.team members with.analysis of last.quarter performance including team members strengths, action plans for any areas of opportunity as well as strategic plans for.team members career.path
Customer Service Sales Representative
Verizon Communications - Tampa, FL
May 2006 to February 2011
Served as a principal liaison between the company and residential customers. Developed customized solution plans and effectively communicated the benefits of the service package to ensure
customer needs were met
Exceeded monthly sales and revenue targets by 30 percent as well as other measurables such as call handling
time, order quality and billing accuracy.
Licensed Insurance Agent
Humana - Tampa, FL
January 2005 to April 2006
Assisted members and prospective members in the application process and ensure that all required information is
accurate and compliant with Medicare guidelines and regulations. Navigated multiple system applications to research caller requests and update caller status inquiries Licensed Insurance Agent in the over 15 states who consistently exceeded sales goals by 60% Became subject matter expert in HIPPA privacy regulations as well as CMS related policies and procedures
Promoted to team lead and trained new agents on team Benefits Consultant
Oxford Health Plans - Tampa, FL
January 2004 to January 2005
Evaluated the accuracy of provider charges, including dates of service, procedures, level of care, locations,
diagnoses, patient identification and provider signature. Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
Ensured HIPAA compliance.
Receive and respond to calls from members and providers regarding benefits, policies, procedures and protocols
Perform accountabilities in accordance with established organizational metrics Identify trends and continuously make recommendations to improve processes Coach new hire classes in provider benefits and eligibility Education
Associate of Science in Nursing in MANAGEMENT
Hillsborough Community College - Tampa, FL
High school diploma or GED
Skills
• QA
• Quality Assurance
• Health Insurance
• Data Entry
• Hcfa
• Excel (8 years)
• Management Experience (2 years)
• Training & Development (3 years)
• English
• Microsoft Word
• Microsoft Office
• SharePoint
• Microsoft Powerpoint
• Microsoft Outlook
• Financial Services
• Project Management
• Military Experience
• Risk Management
• IT Experience
• Microsoft Excel
• Visio
• Tax Experience
• Meeting Facilitation
• Process Improvement
• Business Analysis
• Computer Networking
• SQL
• Fair Housing regulations
• Analysis skills
• Windows
• Underwriting
• Credit Analysis
• Requirements Gathering
• Legal Research
• User Acceptance Testing
• Waterfall
• Communication skills
• Customer service
• Risk analysis
• Organizational skills
• Account reconciliation
• Microsoft Access
• UCC law
• Computer skills
• Lending
• Time management
• Administrative experience
• Quantitative analysis
• Banking
• Quantitative research
• Loan processing
• Equity research
• Portfolio management
• Financial report writing
• Loan origination
• Negotiation
• Fraud
• Mortgage servicing
• Financial acumen
• Data collection
• Cash flow analysis
• Forecasting
• Salesforce (4 years)
Assessments
Customer focus & orientation — Proficient
October 2022
Responding to customer situations with sensitivity Full results: Proficient
Project timeline management — Proficient
April 2023
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Front desk agent (hotel) — Proficient
February 2023
Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
July 2022
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Management & leadership skills: Impact & influence — Proficient March 2022
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Attention to detail — Proficient
June 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Sales skills — Proficient
April 2023
Influencing and negotiating with customers
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Groups
Toastmasters
May 2013 to April 2017
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