Open to opportunities

Michael Ortiz

@michaelortiz

Quality Assurance specialist focused on policy compliance, sensitive-data accuracy, and improving performance through data analysis.

United States

Message

What I'm looking for

I’m looking for a quality-driven role where I can ensure policy compliance and accuracy, analyze data to improve performance, and support continuous training so teams meet SLAs with confidence.

I’m a quality-focused clerical and QA professional who ensures policy compliance, safety, and accuracy while handling sensitive information with care. I’m detail oriented, results driven, and built my career around maintaining high standards for quality, privacy, and customer satisfaction.

At Teleperformance, I advanced from Content Moderator to Quality Assurance Specialist, where I pull daily task results, lead group meetings with Team Leads, and guide expectations to meet Service Level Agreements. I worked in a fast paced environment reviewing social media photos/videos, messages, comments, and commercial account/advertisement content—removing violations, routing escalations, and monitoring performance against mandatory Average Handle Time margins with 97% accuracy minimum.

Before that, I strengthened my QA foundation by quality checking Child Protective Services / Adult Protective Services case files, redacting sensitive information, and upholding privacy laws. I’ve also supported offshore employees through training (including weekly Skype meetings), performed auditing and second-round processing, troubleshot system error codes, and handled transaction and claims work—so I bring both operational accuracy and team enablement to every role.

Experience

Work history, roles, and key accomplishments

Quality Assurance Specialist

Teleperformance USA

Feb 2025 - Jan 2026 (11 months)

Promoted from Content Moderator and led daily QA task pulls to ensure policy knowledge utilization and meet service level agreements. Facilitated team lead policy meetings, collaborated on process improvements to improve accuracy and case handle times, and supported evolving daily policy updates.

Quality Assurance Policy Compliance Performance Metrics Content Moderation Data Analysis Microsoft Office Case Handling

Content Moderator

Teleperformance USA

Apr 2020 - Feb 2025 (4 years 10 months)

Reviewed social media media and user-submitted content, including commercial business accounts and advertisements, to ensure policy compliance and platform safety. Maintained 97% accuracy minimum while handling sensitive and potentially illegal or traumatic material through proper escalation workflows.

Content Moderation Policy Enforcement Commercial Account Review Escalation Management Record keeping

Quality Assurance Specialist

Neubus Inc

Mar 2018 - Apr 2020 (2 years 1 month)

Supported law firm and Texas DFPS requests by answering multi-line phone calls and emails for trial hearing case file preparation. Quality-checked CPS/APS documentation, uploaded related media files for correct playability, and redacted sensitive underage information while upholding privacy requirements.

Quality Assurance CPS APS Documentation Redactions Privacy & Compliance Records Management DFPS Processes

Quality Assurance Clerk

DataXport

Jun 2017 - Mar 2018 (9 months)

Audited rebate records for multiple clients and performed second-round case processing to ensure correct eligibility assessments. Resolved complex system error codes and navigated client-specific PC programs and Microsoft Suite to support accurate processing.

Eligibility Case Processing Critical Thinking Data Reconciliation PC Program Navigation

Lead Transaction Processor

Conduent

Aug 2016 - May 2017 (9 months)

Processed domestic health and dental insurance claims in accordance with Aetna plan designations and reviewed denied claims to confirm correct handling procedures. Provided weekly offshore training via Skype on research methods, problematic errors, and 10+ proprietary software programs, and emailed daily volume/quality reports.

Insurance Claims Processing Transaction Processing Offshore Training Proprietary Software Training performance reporting Workflow Support Email Reporting

Forklift Operator

Essen Global Logistics

May 2014 - Aug 2016 (2 years 3 months)

Prepared bill of lading and shipping documentation and managed pallet sorting by destination region. Loaded air cargo and commercial trailers with forklift operations and calculated trailer weights to meet UPS shipping cutoff times.

Bill Of Lading Cargo Pallet Sorting Weight Warehouse Logistics Safety Procedures

Customer Service Representative

West Corp

Jun 2010 - Feb 2014 (3 years 8 months)

Provided customer support for AT&T mobile and UVerse accounts, assisting with billing, activations, upgrades, troubleshooting, and general inquiries. Managed sensitive account information while multitasking across multiple PC programs and supporting secure, personalized customer experiences.

Customer Service Billing Support Troubleshooting