QA & Operations Manager - Compliance & Analytics
Resume:
AMANDA SMITH
Los Angeles, CA 562-***-**** ***************@*****.***
Performance-driven, high-impact Quality Assurance & Operations Manager with 20 years of expertise spearheading enterprise-level compliance auditing, distributed workforce optimization, and continuous improvement initiatives across complex regulatory frameworks. Proven mastery in leveraging data governance, predictive analytics, and Total Quality Management (TQM) to eliminate risk, maximize operational efficiency, and exceed organizational KPIs. Expert at commanding decentralized, cross-functional remote teams of up to 650+ personnel to meet compressed timelines and strict SLAs. Recognized for architecting robust calibration frameworks, data validation mechanics, and quality scorecards that rapidly accelerate system accuracy from ~50% to 95%+ within 60 days. CORE COMPETENCIES
OPERATIONS & SCALE
SLA & KPI Achievement, Workforce
Optimization, Distributed Leadership (650+),
Cross-Functional Collaboration, Strategic
Change Management, Business Process Re-
engineering.
QUALITY & GOVERNANCE
QA Calibration, Root Cause Analysis (RCA),
Compliance Auditing, SOP Architecture, Risk
Mitigation, Data Governance, PII Security,
Regulatory Alignment.
TECHNICAL & ANALYTICS
Tableau Predictive Analytics, Advanced Excel
Dashboards, Continuous Improvement
Frameworks, Lean Six Sigma Tools,
Salesforce CRM, CX One Systems.
RELEVANT QUALITY ASSURANCE & OPERATIONS EXPERIENCE THE MIDTOWN GROUP (Government Contractor) May 2024 – Nov 2025 Remote QA Supervisor — Federal Contracts: FEMA IHP / USDA Scale & Leadership: Coordinated a 20-member remote QA team auditing highly sensitive USDA Financial Assistance Programs, enforcing 100% data governance, operational excellence, and regulatory compliance across federal discrimination portfolios. Continuous Improvement: Spearheaded real-time performance coaching, trend analysis, and capability optimization that drove baseline operational accuracy from ~50% to a sustained 95%+ rating in under 60 days, ultimately peaking at a 99% audit accuracy rating.
Process Automation: Engineered custom Excel data-validation, business intelligence dashboards, and trend reporting matrices, eliminating administrative bottlenecks and reducing stakeholder turnaround time by 25%. Change Management: Managed the strategic operational close-out phase of the contract, delivering critical analytical insight reports to guide future cross-functional workflow architecture and service delivery. THE MIDTOWN GROUP (Government Contractor) Dec 2023 – May 2024 Project Supervisor: QA Operations — USDA 22007 Program Large-Scale Command: Supervised an expansive remote workforce of 90+ QA Specialists, leveraging cross-functional collaboration and strategic communication protocols to safeguard data integrity and meet compressed contractual milestones. Standardization & Governance: Authored, institutionalized, and deployed primary Standard Operating Procedures (SOPs) and metrics-driven scorecards, unifying quality evaluation parameters across decentralized teams. Error Reduction: Implemented targeted calibration sessions, automated feedback loops, and root cause analysis (RCA) for underperforming agents, slashing recurring audit errors by 45% within 60 days of program deployment. Workforce Optimization: Managed staff performance scaling through rigorous training alignment and cross-training strategies to insulate operational tasks from contract fluctuations. PEARSON EVALUATION SYSTEMS Sept 2020 – Present
CalTPA Assessor (Remote Data & Compliance Auditing) High-Stakes Auditing: Conduct precise, qualitative performance audits on high-stakes certification portfolios, validating absolute alignment with stringent, evolving California State Certification Standards. Data Integrity & Security: Maintain strict inter-rater reliability calibration scores through precise data validation protocols while protecting critical PII data security requirements across secure enterprise digital assessment systems. Quality Benchmarking: Collaborate with centralized evaluation leads during system alignment reviews to identify and mitigate assessment variability and trend anomalies.
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TEK SYSTEMS (Government Contractor) May 2023 – Sept 2023 QA Team Lead / Lead Agent — CA COVID-19 Rent Relief (ERAP) Compliance Oversight: Led a team of 90 QA Specialists focused on high-volume risk mitigation, process mapping, and compliance auditing across high-volume emergency rental assistance applications. Regulatory Auditing: Evaluated complex eligibility matrices to guarantee total alignment with California SB 115 statutes, emergency declarations, and evolving state policy mandates. Predictive Insights: Authored operational dashboards that standardized quality review workflows, delivering actionable QA analytics and business intelligence to guide executive leadership decision-making. Staff Calibration: Orchestrated structured calibration sessions and real-time coaching interventions, successfully aligning scoring metrics across QA staff to slash recurring audit errors. SWIPE JOBS (Contractor) Feb 2022 – Jan 2023
Adjudication Lead / Case Worker — CA EDD Unemployment Backlog Complex Investigations: Led high-volume investigative reviews into backlogged state UI claims, resolving complex wage discrepancies and potential fraud indicators via root cause identification and structural audits. Compliance Training: Upskilled and mentored newly boarded case workers on rigorous adjudication standards, maintaining a 100% compliance rating with federal eligibility criteria, pandemic-era guidelines, and security requirements. Auditing Excellence: Authored comprehensive, legally defensible case documentation for state auditors, maintaining a flawless zero-error rate on sensitive eligibility decisions. TRAINING, COMPLIANCE & INSTITUTIONAL LEADERSHIP HISTORY ICEF PUBLIC SCHOOLS Aug 2017 – June 2020
Assistant Principal of Student Services
Systemic Operations: Spearheaded campus-wide operational workflows, safety policies, and staff development, ensuring 100% compliance with strict state regulatory codes and risk assessment standards. Fiscal Accountability: Controlled departmental resource allocation, asset utilization, and operational budgets, consistently finalizing fiscal years under budget.
Performance Tracking: Introduced database performance tracking for operational staff metrics, boosting administrative response latency by identifying and correcting training gaps. MULTIPLE PUBLIC SCHOOL DISTRICTS Sept 2006 – June 2017 Science Department Chair, Curriculum Coordinator & BTSA Coach Cross-Functional Collaboration: Led diverse educator cohorts for over a decade in curriculum standardization, performance metrics design, QA validation, and assessment alignment. Instructional Design: Designed and executed large-scale professional development and technical training modules, boosting team competency and state certification passing metrics. EDUCATION
Master of Arts in Education — Curriculum & Instruction Bachelor of Arts in Psychology
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