Quality Assurance Analyst with Mentorship Leadership

Janice Burse-Mccoy

Matteson, IL ***** 502-***-**** *************@*****.*** Bold Profile

SUMM

Accomplished Quality Assurance Analyst with a proven track record at Computershare Investor Services, enhancing customer satisfaction and team productivity through expert mentoring and robust quality processes. Skilled in data analysis and root cause analysis, I excel in fostering team success and ensuring compliance with industry standards. My approach combines technical proficiency with strong interpersonal skills, driving significant improvements in QA strategies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Experienced with client relations, negotiation, and conflict resolution. Utilizes strategic thinking to navigate complex agreements and secure beneficial outcomes. Track record of maintaining strong working relationships and adapting to dynamic environments.

SKILLS

Quality Assurance

Quality processes

Data Analysis

Mentoring and training

Call Monitoring

Root Cause Analysis

Problem-solving skills

Positive attitude

Customer service and care

Problem-solving

WORK HISTORY

DIVIDEND DISBURSEMENT AGENT 12/2024 to 09/2025

Computershare Investor Services Louisville, KY

Streamlined communication processes, improving response times and client satisfaction.

Managed compliance protocols, ensuring adherence to industry standards.

Processed and disbursed dividend payments to company stakeholders.

Collaborated with cross-functional teams to optimize service delivery and operational efficiency.

QUALITY ASSURANCE ANALYST 01/2017 to 12/2024

Computershare Investor Services Louisville, KY

Mentored and coached newly hired team members on QA topics and strategies.

Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Reported progress, test metrics and results to project stakeholders.

Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.

Ensured customer satisfaction by verifying customer service agents meet specifications for stake holders.

Conducted thorough system testing, identifying defects and providing actionable feedback for resolution.

CALL CENTER REPRESENTATIVE 01/2000 to 05/2016

Computershare Investor Services Chicago, IL

Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

DIVIDEND PROCESSOR 06/1996 to 10/1999

Harris Bank/Computershare Chicago, IL

Supported team members in their tasks, contributing to overall team success.

Increased productivity by effectively managing workload and prioritizing tasks.

Maintained accurate records and ensured timely completion of all necessary paperwork.

Enhanced team collaboration, sharing best practices for efficient processing techniques.

STOCK TRANSFER PROCESSOR 08/1988 to 03/1994

Harris Bank Chicago, IL

Supported team members in their tasks, contributing to overall team success.

Increased productivity by effectively managing workload and prioritizing tasks.

Maintained accurate records and ensured timely completion of all necessary paperwork.

Enhanced team collaboration, sharing best practices for efficient processing techniques.

Received and reviewed incoming documents and materials.

Assisted colleagues as needed, fostering a positive work environment based on teamwork and mutual supportiveness.

Adhered to strict deadlines for processing applications, ensuring timely approvals and client satisfaction.

EDUC

No Degree Medical Billing 02/2006

Olympia College, Chicago, IL

High School Diploma 06/1986

Chicago Vocational Highschool, Chicago, IL

Journalism

Court Reporting

Business administration.

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