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

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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.

I’m a Quality Assurance Analyst with 3+ years of experience improving customer experience and process quality through data-driven audits, performance trend analysis, and clear feedback loops. In my recent role as Quality Assurance Senior, I conducted 500+ monthly process audits across onboarding workflows (CFPL, Credentialing, Recredentialing, and PUL), ensuring compliance while driving 95% quality performance and identifying inconsistencies and defects.

Beyond audits, I analyze business processes to detect inefficiencies, bottlenecks, and operational risks, then lead root cause analysis on quality trends and implement automation-driven corrective actions—reducing failure risks by 90%. I also generate KPI reports and support decision-making and process optimization, maintain process documentation for standardization and audit readiness, and facilitate calibration sessions with stakeholders to align on execution and quality standards.

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