Open to opportunities

Austin Wells

@austinwells

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Detail-oriented Quality Assurance Analyst with a focus on data analysis.

United States

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What I'm looking for

I am looking for a role that fosters collaboration, encourages continuous improvement, and offers opportunities for professional growth.

I am a highly detail-oriented and results-driven Quality Assurance Analyst with over 5 years of progressive experience in auditing service interactions and conducting insightful data analysis. My expertise lies in driving continuous improvement initiatives and collaborating with cross-functional teams to enhance service quality and operational excellence. I have a strong understanding of QA processes, SLA adherence, and life insurance operations.

Throughout my career, I have automated outdated reporting systems to enhance efficiency and accuracy, collaborated cross-functionally to implement and test new systems, and authored internal knowledge articles to support consistency and onboarding. My experience includes performing QA audits on service tickets, generating metrics reports, and conducting root cause analysis to improve customer satisfaction and quality performance.

In addition to my technical skills, I have held supervisory and customer service roles that have strengthened my leadership and communication abilities. I am committed to delivering high-quality results and continuously improving processes to meet organizational goals.

Experience

Work history, roles, and key accomplishments

Data Analyst

SAFE Federal Credit Union

Feb 2024 - Present (1 year 4 months)

Automated outdated reporting systems to enhance efficiency and accuracy. Collaborated cross-functionally via JIRA to implement and test new systems and data warehouses.

Jira Data Warehousing Cross Functional Collaboration Data Analysis

Quality Assurance Analyst

Stefanini IT Solutions

Apr 2023 - Present (2 years 2 months)

Performed QA audits on service tickets and customer interactions to ensure SLA and policy compliance. Generated and analyzed metrics reports for customer satisfaction and quality performance.

Auditing SLA Compliance Metrics Root Cause Analysis

Quality Assurance Analyst

BroadPath Solutions

Dec 2020 - Present (4 years 6 months)

Evaluated service calls for compliance, quality standards, and customer experience. Delivered performance reports and maintained audit consistency via regular calibrations.

Service Call Evaluation Quality Customer Experience performance reporting

Quality Assurance Analyst

Sykes Enterprises, Inc.

Dec 2018 - Present (6 years 6 months)

Audited agent performance and coached based on QA standards. Consolidated performance data for leadership and client reviews.

Agent Performance Auditing QA Process Improvement Coaching

Education

Degrees, certifications, and relevant coursework

Crestwood High School

High School Diploma, General Studies

Activities and societies: Eagle Scout - Boy Scouts of America, Achieved December 2015. Demonstrated leadership, project management proficiency, and strong ethical foundation. Led and supported team initiatives in a structured troop environment. Executed a successful community-focused service project. Practiced ethical decision-making and accountability. Resolved challenges and adapted to changing situations. Engaged consistently in community service.

Completed high school education, earning a High School Diploma. Developed foundational academic skills and prepared for further professional development.