At Seek Now, I serve as the sole Quality Assurance Analyst supporting four Captains and 40+ schedulers across quality, compliance, and operational workflows. I complete daily audits and share reports and trend summaries to help teams understand recurring findings.
I created and maintain 15+ process guides, trackers, assessments, job aids, and training resources to improve policy consistency. I’ve also trained schedulers through new-hire instruction and policy-and-procedure refreshers, and provide evidence-based feedback for coaching and process improvement.
Earlier, at Advance Financial, I analyzed account histories and payment patterns to assess repayment risk and determine resolution options. At T-Mobile USA, I resolved complex billing, account, device, and wireless-service issues while balancing customer satisfaction, retention goals, and policy compliance.
