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Quality Assurance Manager

Posted on: 2010-04-29

OBJECTIVE

I want to obtain an Entry Level Accounting position in an esteemed organization. I look forward to working in an environment, where my professional skills as well as educational qualifications are utilized for the benefit of the organization.

 

EDUCATION

Bachelor of Business Administration              December 2009

Tiffin University

  • Major: Accounting
  • Cumulative GPA 3.42
  • Related course work: Survey of Accounting, Intermediate Accounting, Managerial Accounting, Accounting Information Systems, Cost Accounting, Auditing, Federal Income Tax, Business Finance.

EXPERIENCE

Influent                                                     2002 to present

 

 

Quality Assurance Manager                 2008 to present

 

  • Achieved and maintained top quality for the Tiffin call center in comparison to eight call centers in the company.
  • Created several documents to assist the development of quality analyst who directly oversee telephone sales representatives.
  • Received 2009 Quality Manager of the year in addition to other awards and recognition for my abilities to represent the call center quality in a professional manner to clients.

ADDITIONAL SKILLS & ABILITIES

 

Trainer

  • Set the expectations for new employees of the company and clients.
  • Use creativity to tailor my training technique to the new employee to help educate on product knowledge and sales skills.
  • Conducted the development of classes up to 20 to become professional sales representatives that adhere to client guidelines and have excellent knowledge of the product / service and company they represent.

 

Supervisor

  • a team of 15-20 representatives and their ongoing education of sales skills and quality guidelines.
  • Demonstrate desired behaviors to develop representatives in sales skills to meet sales quota requirements.
  • Brainstorm new ways to motivate representatives, and create a positive, on the edge of your seat environment.

On the Job Trainer

  • Attained the highest retention in the company while moving new representatives through the transition of class room training to applying the knowledge and skills.
  • Prepare and motivate new employees to meet performance expectations.

Quality Assurance Analyst

 

  • Guided representatives to be in compliance of federal, client, and company guidelines.
  • Educate representatives of compliance guidelines, keep them informed of any changes in guidelines, and give them the tools to follow through with the requirements.

Telephone Sales Representative

 

  • Strive to achieve the sales goals set forth and being in compliance with federal, client, and company guidelines.

ACHIEVEMENTS

  • Graduated Cum Laude
  • Phi Theta Kappa 2007-2009
  • Managed the fundraising of money for the Muscular Dystrophy Association on behalf of Influent in 2008.
  • Certificate in Landscaping and Greenhouse Management.