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Zee Shroff

@zeeshroff

Quality Assurance Specialist at JPMorgan Chase who reviewed auto finance calls, payments, titles, and customer correspondence.

United States

Message

What I'm looking for

I'm seeking a remote Call Center Quality Analyst, Quality Assurance Specialist, or Customer Experience Quality role.

At JPMorgan Chase, I reviewed auto finance calls, titles, customer correspondence, and payment transactions for accuracy and compliance. I developed QA scorecards, tracked performance trends, and coached representatives on quality standards.

At ReachLocal, I managed client communications and account health for 13–20 concurrent accounts, auditing Salesforce records and preparing performance reports with GA4, Looker Studio, and Google Search Console. I also tracked content performance and organized metadata at Thetastrike.

Experience

Work history, roles, and key accomplishments

Client Account Specialist & Data Analyst

ReachLocal

Feb 2019 - Aug 2025 (6 years 6 months)

Managed client communications and account health for 13-20 concurrent accounts, supporting retention and satisfaction. Prepared performance reports using GA4, Looker Studio, and Google Search Console, and trained junior team members.

Salesforce GA4 Looker Google Search Console Client Communication Data Analysis Reporting Onboarding Training CRM

Content Operations & Data Coordinator

Thetastrike

Jan 2020 - Dec 2022 (2 years 11 months)

Tracked content performance metrics including click-through rate, engagement, and watch time, and maintained records for reporting. Organized content metadata across YouTube, Instagram, and TikTok and conducted keyword research.

Content Operations Data Entry YouTube Instagram TikTok Keyword Research Reporting Metadata Management

Project Coordinator & Client Support Consultant

ReachLocal

Jan 2018 - Dec 2018 (11 months)

Coordinated project workflows, timelines, and stakeholder communication across cross-functional teams. Conducted client intake, documented requirements, and provided ongoing support throughout project delivery.

Project Coordination client support Stakeholder Management Documentation Workflow Management

Quality Assurance Specialist

JPMorgan Chase

Nov 2010 - Jun 2015 (4 years 7 months)

Led quality assurance reviews across vehicle titles, customer correspondence, payment processing, and phone operations, ensuring accuracy and regulatory compliance. Developed QA scorecards, tracked performance trends, and provided coaching to improve team performance.

NICE QA Scorecards Call Monitoring Compliance Auditing FDCPA FCRA Payment Processing Title Review Correspondence Review Coaching performance reporting Process Improvement

Customer Service Representative

JPMorgan Chase

Apr 2009 - Nov 2010 (1 year 7 months)

Handled high-volume inbound and outbound calls for auto loan and lease accounts, resolving payment, billing, and title inquiries. Processed account updates and payment arrangements while maintaining accurate records and meeting quality standards.

Customer Service Call Center Payment Processing Account Management FDCPA CRM documentation De escalation First Call Resolution