Senior Quality Assurance Analyst

Verified

$9/hr

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Outline

Looking for Part-Time work (8 hours/day) at $9/hour

Associate Degree

English proficiency Native

Professional Summary

Senior Quality & Operational Excellence professional with over 15 years of progressive
experience in Quality Assurance, Compliance, Business Analysis, Operational Excellence, and
Customer Experience across healthcare, utilities, and global BPO environments. Proven
expertise in quality auditing, compliance monitoring, process improvement, KPI management,
coaching, stakeholder management, and executive reporting. Recognized for improving
operational performance through data-driven decision-making, quality governance, and
continuous improvement initiatives. Experienced supporting global operations across APJC,
LATAM, and EMEA while leveraging AI-powered productivity tools to enhance reporting
efficiency and workflow optimization.

Skills & Experience

Skills

Experienced Quality Assurance Analyst, Experienced BPO Supervisor, Experienced in using microsoft excel and other microsoft applicationExcel 10+ Years

Customer Support > Active Listening> Teamwork>Leadership>Communication Skills 5-10 Years

Office and Administration > Data Analytics 6 Months to 1 Year

Experience highlights

Sr. Analyst

Concentrix Inc · February/2024 – Present

- Conducted deep-dive analysis of customer support performance and developed dashboards to visualize trends.
- Provided strategic data insights to improve operational efficiency and customer satisfaction.
- Designed process improvement surveys and implemented changes based on data feedback.

Customer Service Representative

PlanetArt · October/2024 – Present

Quality Auditing Senior Analyst

Accenture Inc · August/2018 – Present

- Supervised QA processes across global teams (APJC, EMEA, LATAM) and led calibration sessions.
- Created and maintained dashboards for tracking quality metrics and performance.
- Conducted root cause analysis and presented reports to stakeholders for process improvement.

Business Process Supervisor

e-TeleQuote Inc · June/2017 – Present

- Analyzed QA trends and provided compliance support for sales operations.
- Consulted with leadership on reporting, customer experience, and call analytics.

Business Support Specialist

IBEX Global Inc · October/2011 – Present

- Monitored quality assurance metrics and developed reports for stakeholders.
- Conducted coaching sessions using data trends to improve customer service delivery.

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