Open to opportunities

Mason Stewart

@masonstewart

Data-driven QA professional building monitoring programs and turning customer interaction data into continuous improvement.

United States

Message

What I'm looking for

I’m looking for a new role in QA or elsewhere

I’m a strategic QA professional with 4+ years of experience in operations quality, analytics, and process improvement. I build QA programs, lead teams, and use data to create performance-enhancing insights that strengthen consistency, compliance, and customer experience.

In my current role, I built and launched a new collections Quality Assurance program from the ground up. I designed performance scorecards, led calibration sessions to maintain scoring consistency, and developed weekly and monthly trend reports for upper management while identifying quality gaps through cross-functional continuous improvement. I’ve also cross trained into Fraud QA monitors.

Previously, I led a cross-functional team of 10 to implement QA monitoring for the collections department. I analyzed customer-agent interactions for compliance and communication effectiveness, delivered monthly stakeholder reviews, and collaborated on risk mitigation strategies, while owning QA processes for the Consumer Advocacy department including training and metric evaluation.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Analyst

Current

BILL

Oct 2024 - Present (1 year 8 months)

Built and launched a collections Quality Assurance program from the ground up, including performance scorecards and calibration sessions to maintain scoring consistency. Produced weekly/monthly trend reporting for leadership, identified quality gaps, and supported continuous improvement by cross-functionally partnering with collections and Fraud QA.

Quality Assurance Collections QA Compliance Monitoring Continuous Improvement Cross Functional Collaboration

Quality Assurance Analyst

LendingClub Bank

Jan 2021 - Oct 2024 (3 years 9 months)

Led a cross-functional team of 10 to implement QA monitoring for collections, analyzing customer-agent interactions to ensure policy compliance and effective communication. Owned QA processes for Consumer Advocacy, delivered monthly stakeholder reviews, and collaborated on risk mitigation strategies.

Stakeholder Review Team Leadership Compliance Review Risk Mitigation Consumer Advocacy QA Training Evaluation

Owner and Talent

Mason Stewart

Jan 2019 - Feb 2023 (4 years 1 month)

Managed a fully remote voice-over business, handling client communication, recording and editing, and invoicing. Delivered reliable service through strong self-management, time management, and end-to-end production coordination.

Client Communication Voice Recording Audio Editing Remote Operations Invoicing Time Management Customer Service

Written Channel Agent

LendingClub Bank

Jan 2019 - Jan 2021 (2 years)

Handled customer inquiries via chat/email and supported early-stage collections outreach. Streamlined case documentation and data entry by standardizing procedures to improve response accuracy and compliance with internal policies.

Customer Support Collections Outreach Case Documentation Data Entry & Compliance Written Communication Early Stage Collections

Education

Degrees, certifications, and relevant coursework

Google

Google Project Management Certificate, Project Management

2023 - 2024

Completed the Google Project Management Certificate, covering project management principles using traditional and agile methods over 100+ hours of training.

Google

Google Data Analytics Certificate, Data Analytics

2023 - 2023

Completed the Google Data Analytics Certificate, training in data preparation, analysis, and visualization with skills in SQL, data storytelling, and root cause analysis.