Quality assurance manager

Kashunna Fly

*** **** **** **. ****

Tallahassee, FL

*********@*****.***

OBJECTIVE

Accomplished professional with over five years of experience across various industries. Proven ability to integrate vision, creativity, and effective decision-making skills with exceptional project management and leadership capabilities to advance a company's mission toward success.

EDUCATION

WEST JEFFERSON HIGH SCHOOL, Graduated 1995 Harvey, La PROFESSIONAL EXPERIENCE

2025-present DEPARTMENT OF REVENUE Tallahassee, FL REVENUE SPECIALIST III

• Initiating and responding to requests

• Coordinating with internal and external partners

• Researching and resolving case issues

• Gathering information and analyzing case data to determine next steps

• Interviewing customers over the telephone to gather case data

• Interacting with other states, employers, and other business partners

• Making decisions based on case information and provided documentation 2021-2024 BREEZEWAY HOMES LLC. Boston, MA

CLIENT SUPPORT SPECIALIST

• Ensured clear communication, building rapport with clients via chat, phone, email, or Zoom.

• Conducted team onboarding training and webinars via Slack,Zoom, or Teams.

• Oversee various projects, ensuring accuracy and precision.

• Created team guidelines, enhanced FAQ macro responses, documented follow-up information, registered client phone numbers, and upsell additional products.

• Seamlessly organize and prioritize key tasks to meet team objectives and KPIs

• Successfully adjusted and managed the workload of key projects based on data analysis. 2017-2021 XPLORIE, LLC Destin, FL

QUALITY ASSURANCE MANAGER

• Ensure quality in all call center departments. (Outlined and created the Quality department)

• Create and examine quality reports for management review.

• Supervise Quality Assurance department functions and training.

• Maintain departmental reporting of QA scores and trends.

• Mentor and coach representatives to improve customer experience.

• Coordinate issue resolution for escalated matters.

• Designed call monitoring format, quality standards, and scoring.

• Lead calibration and training sessions as necessary.

• Provide feedback to call center leaders and managers.

• Utilize a quality monitoring system to track performance.

• Offer recommendations to management for policy and procedure development and processing efficiencies.

• Monitored and evaluated agent calls to ensure compliance.

• Updated call metrics data via Excel.

• Provided weekly feedback on call trends and met evaluation requirements. ADDITIONAL SKILLS AND KNOWLEDGE

• Windows XP/Pro 11 • Microsoft Office 365/ADP, LLC

• Mediavault • NICE IEX(Multi-line Phone Systems)

• Slack/Teams • JIRA/RingCentral

• Salesforce • Twillio

• HubSpot • Supervisor/mentoring experience

• Time management • Microsoft Excel/Word,Google Sheets/Docs

• Intercom • Project Management and Employee Training

• Corporate Communications • Marketing Communications and Client Support Service

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