Quality Assurance Analyst

Kathy L Smith

St Marys, GA

Ph: 904-***-****

Em: *****@***********.***

LinkedIn: https://www.linkedin.com/in/kathylsmith/ SUMMARY

Experienced Customer Support Operations & Business Intelligence Professional with over 10 years of experience driving operational efficiency, business intelligence, and process optimization. Expertise in quality assurance, root cause analysis, and process improvement initiatives, including SOP updates and version control management. Skilled in handling escalations, analyzing performance data, and leveraging tools like Power BI to enhance workflows and inform strategic decisions. Proven ability to lead team development, implement strategic planning, and foster a high-performance culture aligned with organizational objectives.

RELEVANT EXPERIENCE

Quality Assurance Analyst, Quest Software / Nation Safe Drivers 06/2021 – 09/2024

• Researched complex client disputes; resolved conflicts rapidly resulting in increased trust level scores from clients measured via follow-up surveys conducted post-resolution.

• Analyzed root cause errors and recommended targeted training initiatives to enhance agent performance.

• Collaborated with stakeholders to implement process improvements, ensuring compliance with SOW requirements.

• Identified performance gaps and referred agents for corrective action and coaching. Business Intelligence Analyst, Percepta, (Ford Motor Company) 02/2010 – 08/2016

• Created and maintained detailed reports for operations, training, and quality teams, identifying trends and ensuring compliance with KPIs and Customer Satisfaction (CSat) metrics.

• Partnered with leadership to implement process improvements, providing constructive feedback and contributing to strategic discussions that led to operational enhancements.

• Developed and presented data-driven PowerPoint decks for monthly and quarterly stakeholder meetings, ensuring clear communication of performance metrics and insights.

• Analyzed program performance against contractual objectives and made actionable recommendations to improve agent efficiency and overall outcomes.

• Extracted and analyzed data from various sources to detect anomalies, and address root causes of operational issues.

• Compiled and organized digital records, including customer calls and transcripts, for use in litigation. Quality Assurance Systems Administrator

• Administered the quality assurance evaluation system (Nice & Eye-Q), evaluating 1,000+ customer service representatives across multiple lines of business.

• Designed and maintained agent scoring methods and evaluation forms, ensuring alignment across six global sites.

• Managed user access, assigned security permissions, and provided training for evaluation software users. Team Leader

• Led a team of 21 customer service agents across two lines of business, managing inbound calls, emails, and chat interactions with both existing and customers.

• Monitored KPIs to ensure consistent achievement of business objectives and adherence to service level agreements.

• Conducted quality assurance evaluations and provided coaching to enhance team performance and productivity.

• Crafted and executed customized Performance Improvement Plans (PIP) for individual agents, achieving a 35% increase in productivity through targeted coaching sessions tailored to address specific performance gaps identified during quality evaluations. .

• Managed supervisor escalations, swiftly resolving complex customer issues to maintain satisfaction.

• Compiled daily reports tracking call volume, service levels, and KPIs, offering insights for continuous performance improvement. Inbound Customer Service Representative

• Efficiently handled an average of 100 inbound calls daily, delivering prompt and professional customer support.

• Demonstrated thorough product and process knowledge, ensuring accurate and effective customer assistance.

• Cross-trained across multiple lines of business (LOB), enhancing team versatility and operational efficiency.

• Documented customer interactions and escalated complex concerns to supervisors for timely resolution. CERTIFICATIONS

Project Management Certificate - 2015

Six Sigma Green Belt Certification - 2015

OTHER EXPERIENCE

Patient Support Representative, Computer Task Group (CTG), 12/2020 – 06/2021

• Provided technical support for the California Notify Application, assisting with COVID-19 exposure alerts.

• Delivered technical support for patients using MyChart electronic medical records at UC San Diego and UC Irvine.

• Supported UCSD and UCI during the initial rollout of the COVID-19 vaccination, ensuring smooth implementation. Frontline Expert, Asurion Premier Support Solutions 08/2010 – 12/2020

• Processed inbound insurance claims for Verizon customers, ensuring timely and accurate submissions.

• Managed insurance deductible payments, ensuring proper processing and documentation.

• Maintained detailed call records in compliance with client guidelines.

• Escalated complex inquiries to supervisors for resolution when necessary. Owner, SCP Books 10/2002 – 02/2010

• Directed day-to-day operations of a global e-commerce bookstore, managing employee scheduling, web design, accounting, inventory management, shipping logistics, and customer relations.

• Analyzed customer purchasing trends and inventory demands to optimize product offerings and ensure stock accuracy.

• Developed and implemented a Just-In-Time Inventory process, improving order fulfillment efficiency and reducing costs.

• Conducted comprehensive pricing analysis of 15 competitor products, identifying key pricing strategies that led to a 20% improvement in competitive positioning within the eCommerce sector, resulting in increased market share..

• Negotiated service contracts with shipping and logistics providers to enhance operational efficiency and cost-effectiveness.

• Designed and implemented business processes that significantly increased efficiency and minimized errors. Teacher, Alachua County Board of Education 09/1996 – 05/1998

• Designed and delivered innovative curricula for classes (30+ students), ensuring effective learning outcomes.

• Collaborated with a team to review and refine classroom assessment programs, developing alternative assessment tools tailored to students' diverse learning needs.

• Established and maintained a productive classroom environment, enforcing rules, holding students accountable, and implementing consistent consequences in line with board of education policies.

• Instructed health education and physical education, promoting student health and well-being. EDUCATION

Valdosta State University, Valdosta, GA, Bachelors Education 09/1992 – 05/1996 REFERENCES

Available upon request

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