Process Improvement & Quality Change Enablement

MICHAEL CAREY

Process Improvement Operational Transformation Quality & Change Enablement

Little Elm, TX 75068 817-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Process improvement and quality professional with 18 years of experience analyzing, documenting, and improving operational processes across finance and technology environments. Proven ability to identify process gaps, assess operational risk, translate business needs into actionable requirements, coordinate cross-functional stakeholders, and drive remediation and efficiency initiatives. Experienced in process documentation, SOP development, root cause analysis, corrective action planning, data validation, requirements gathering, release readiness, and operational change. Delivered a 20% improvement in loan processing efficiency and reduced a software defect backlog by 75%. Strong bridge between business, operations, technology, and quality teams.

CORE COMPETENCIES

Process Improvement & Optimization • Operational Transformation • Process Documentation & SOPs • Workflow Analysis • Root Cause Analysis • Corrective & Preventive Action (CAPA) • Requirements Gathering • Business Process Analysis • Risk & Control Assessment • Remediation Planning • Change Readiness & Release Validation • Cross-Functional Stakeholder Management • Issue & Dependency Identification • Data Validation • Quality Management • Project/Initiative Coordination • Continuous Improvement • Regulatory & Operational Compliance

TOOLS & TECHNOLOGY

JIRA • TestRail • SQL • Tableau • Excel (Pivot Tables, VLOOKUP) • Selenium • Cypress • Indigo • Loan IQ • LoanSphere • Black Knight • LexisNexis • Mantis • Verafin • CRM Tools

PROFESSIONAL EXPERIENCE

Authorium Software Quality Assurance Analyst September 2022 – Present Remote

Analyze operational and product workflows across 50+ platform modules to identify process, functionality, UI, and release-readiness issues before production deployment.

Partner with product managers, developers, stakeholders, and onshore/offshore teams to translate business needs into requirements, test plans, process validation activities, and prioritized remediation actions.

Developed and maintained 35+ comprehensive test suites and supporting documentation, improving consistency and repeatability across recurring operational and release processes.

Led a defect backlog remediation initiative that reduced outstanding tickets by 75% and resolved approximately 150 legacy defects, improving operational readiness and engineering efficiency.

Coordinate release validation, staging verification, and pre-production readiness activities to identify delivery risks, dependencies, and issues before changes reach production.

Perform root-cause-oriented defect analysis and communicate findings to stakeholders to support prioritization, issue resolution, and continuous process improvement.

Wells Fargo Quality Assurance Analyst III April 2020 – June 2022 Remote

Analyzed servicing workflows and identified control gaps and process deficiencies involving documentation accuracy, data integrity, investor remittance, and loss mitigation; provided corrective-action recommendations to reduce operational and financial risk.

Validated loan-level data, servicing system entries, payment histories, escrow analyses, and custodial account reconciliations across multiple servicing platforms to support accurate and consistent operational execution.

Reviewed high-risk servicing scenarios and assessed adherence to CFPB, GSE, and investor requirements, identifying issues requiring remediation and management attention.

Provided structured findings to servicing teams and leadership to support root cause analysis, remediation planning, process improvement, and sustainable corrective actions.

Capital One Bankruptcy Quality Assurance Analyst III February 2017 – October 2019 Plano, TX

Analyzed operational reports and systems to validate accuracy and execution of bankruptcy servicing processes, including PCN, reaffirmation, loan modification, Chapter 7 setup/closing, and FHA reporting.

Managed multiple time-sensitive priorities and coordinated workflow milestones with internal teams and outside counsel to ensure required actions were completed within established timelines.

Created and updated policies, procedures, and job aids to improve process consistency and align operational execution with regulatory requirements.

Developed detailed business and process requirements in partnership with IT and process improvement teams, contributing to a 20% improvement in loan-processing efficiency over a six-month period.

Used Excel and CRM tools to analyze operational information, identify process opportunities, and support implementation of improved workflows.

Citigroup Bankruptcy Quality Assurance Analyst April 2011 – September 2016 Las Colinas, TX

Served as subject matter expert for the Chapter 7 Reaffirmation process, leading meetings, reviewing reports, identifying process gaps, and coordinating corrective action plans.

Reviewed operational performance and call-monitoring results against established scorecards, documenting failures and communicating trends and issues to management.

Updated policies and procedures and developed corrective action plans to address process gaps before tolerance thresholds were exceeded.

Partnered with unit managers and directors to communicate risks, recommend corrective actions, and support consistent execution of operational processes.

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Google Cybersecurity Certificate (Coursera) • Google AI Professional Certificate (Coursera) • Generative AI Cybersecurity (Coursera) • Google AI Fundamentals (Coursera) • Software Testing, Deployment & Maintenance Strategies (Coursera)

EDUCATION

L.D. Bell High School, Hurst, TX

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