Open to opportunities

Tanisha Jones

@tanishajones

Message

Seasoned quality assurance and financial aid leader driving compliance, process improvement, and team performance.

United States

Message

What I'm looking for

I seek a role leveraging my QA and financial aid expertise in a collaborative, compliance-focused organization where I can lead process improvements, mentor staff, and deliver measurable operational results.

I am a seasoned professional with 20+ years of experience in quality assurance, financial aid administration, and call center operations, recognized for optimizing workflows and leading cross-functional teams. I bring meticulous attention to detail and strong problem-solving skills to complex operational environments.

Throughout my career I have served as a subject matter expert on vendor oversight and remediation reviews, contributed to compliance efforts for a large federal student loan portfolio, and maintained a consistent 98% accuracy rate across assignments for over a decade.

I have led large projects including a $4 million past-due cash flow recovery completed under budget, designed SOPs and tracking systems to improve vendor and staff performance, and delivered training that reduced operational errors by 30% while improving daily operations by 25%.

I seek to apply my regulatory knowledge, audit and quality control expertise, and leadership experience to roles that value process improvement, data-informed decision making, and measurable operational results.

Experience

Work history, roles, and key accomplishments

Senior Quality Control Analyst

Department of Education

Mar 2020 - Aug 2025 (5 years 5 months)

Conducted quality control reviews of accounts and vendor call recordings, designed tracking systems and SOPs, and trained staff, maintaining a 98% accuracy rate and reducing operational errors by 30%.

Quality Assurance SOP Development Training Data Analysis SharePoint performance reporting

Management Program Analyst

Department of Education

Feb 2016 - Mar 2020 (4 years 1 month)

Identified and managed enterprise risk, reviewed call center metrics, and developed performance reports and trend analyses that informed service delivery improvements.

Risk Assessment Reporting Performance Analysis SharePoint Process Improvement

Management Program Analyst

Department of Education

May 2013 - Feb 2016 (2 years 9 months)

Oversaw call center operations and vendor monitoring, performed audits and quality control on servicer activities, and ensured compliance with Title IV loan servicing requirements.

Call Center Operations Audit Compliance Vendor Management EGain Quality Control Dispute Resolution Performance Tracking

Regional Director of Financial Aid

American Career Institute

Jun 2011 - Jan 2013 (1 year 7 months)

Directed financial aid and business offices across three campuses, led workflow optimizations that improved continuity and accountability, and audited operations with weekly compliance reporting.

Financial Aid Administration Workflow Optimization Auditing Reporting Staff Supervision Excel Cross Functional Collaboration

Director of Financial Aid

Lincoln Educational Services

Mar 2008 - Jun 2011 (3 years 3 months)

Oversaw Title IV funds, scholarships and veteran benefits, managed a team of staff and work-study students, and monitored student loan statuses and cashflow to ensure timely disbursements.

Financial Aid Leadership Title I Team Management Compliance Reporting Training

Assistant Director of Financial Aid

Lincoln Educational Services

Jun 2006 - Mar 2008 (1 year 9 months)

Managed financial aid office operations, developed analytical methods to address process inefficiencies, and administered Federal Work-Study and state grant programs.

Financial Aid Operations Federal Work Study Grants Management Process Improvement Compliance

Assistant Director of Financial Aid

Lincoln Educational Services

Jun 2003 - Jun 2006 (3 years)

Supervised a team of financial aid personnel, managed Title IV R2T4 calculations, reviewed professional judgment requests, and supported cohort default prevention efforts.

Team Supervision Student Records Compliance Reporting