Open to opportunities

Jenny Flores

@jennyflores1

I’m a Senior Quality Assurance Analyst who improves customer experience through process audits, KPIs, and root-cause-driven optimization.

Costa Rica

Message

What I'm looking for

I’m looking for a remote opportunity where I can continue growing in Quality Assurance and contribute to improving customer experience and operational processes, using KPIs and data to drive better decisions.

Quality Assurance and Operations professional with 14+ years of experience supporting business operations, auditing processes, validating data, and improving workflow efficiency across global organizations, including Fortune 500 companies such as Equifax and Fiserv.

Over the last 3+ years, I have specialized in Quality Assurance, conducting high-volume audits, reviewing operational processes, identifying quality gaps, and providing actionable insights to improve compliance, customer experience, and operational performance.

My experience includes process auditing, workflow optimization, KPI reporting, root cause analysis, process documentation, customer support operations, and cross-functional collaboration. I help businesses create structure, improve efficiency, and maintain high standards through quality reviews, operational support, and continuous process improvement.

Core Expertise:

Quality Assurance & Compliance• Process Audits• Quality Reviews• Root Cause Analysis• Compliance Monitoring• KPI Reporting• Data Validation• Risk Identification

Operations & Process Improvement• Workflow Optimization• SOP Documentation• Process Mapping• Operational Support• Continuous Improvement• Cross-Functional Coordination• Performance Monitoring

Customer Experience & Business Support• Customer Support Operations• Case Management• Stakeholder Communication• Email & Workflow Management• Project Coordination• Remote Team Collaboration

Tools & Platforms:Excel (Advanced) | Google Sheets | Salesforce | Looker | Tableau | Genesys | Verint | Trello | Jira | Google Workspace | ARIS

Currently expanding my technical skills in SQL, advanced Excel, reporting, and business analytics.

Open to opportunities and freelance projects in:Quality Assurance | Operations Coordination | Process Improvement | Customer Success Support | Business Operations | Virtual Business Support

Experience

Work history, roles, and key accomplishments

Quality Assurance Senior

Equifax

Mar 2023 - Feb 2026 (2 years 11 months)

Conducted 500+ monthly process audits across onboarding workflows (CFPL, Credentialing, Recredentialing, and PUL), helping the team sustain 95% quality performance. Performed root cause analysis and implemented automation-driven corrective actions, reducing failure risks by 90%, and produced KPI reports to support process optimization.

Quality Audits Process Improvement Root Cause Analysis Automation KPIs & Compliance

Breach CSR Agent

Equifax

Oct 2019 - Feb 2023 (3 years 4 months)

Handled 600–1000 monthly inbound calls from U.S. and Canada customers affected by fraudulent activity, providing timely and accurate support while maintaining 90%+ quality and productivity KPIs. Investigated and corrected inaccurate credit report information to ensure data integrity and regulatory compliance, and escalated complex cases for effective risk mitigation and resolution.

Customer Support Fraud Investigation Data Validation Regulatory Compliance KPIs Documentation

AP Senior - Expense Audit & Process

Auxis

Jan 2018 - Dec 2018 (11 months)

Audited expense reports across five countries (Argentina, Chile, Panama, Costa Rica, USA, Canada), ensuring policy compliance and financial accuracy. Generated monthly Concur reconciliation reports, supported two U.S.-to-Costa Rica financial process migrations, and identified discrepancies to strengthen adherence to corporate policies.

Concur Policy Compliance Financial Accuracy Multi Country Reporting Process Migration Support Risk Discrepancy Identification Documentation

AP Senior - Invoice Processing

Auxis

Apr 2016 - Jan 2018 (1 year 9 months)

Processed and indexed ~200 invoices per month with a focus on accuracy and timely handling. Managed a high-volume client inquiries inbox, reducing backlog from 700+ pending emails to a maximum of 10 daily, and trained team members on Accounts Payable processes and best practices.

Accounts Payable Invoice Processing Data Entry Operational Efficiency