Overview
Work History
Education
Desiredoccupation
Desiredsalary
Desiredjoblocation
Desiredjobtype
Driverslicense
Jobskills
Toolsandtechnology
Typingspeed
Security Clearance
Timeline
Generic

KATHY BROADY

Omaha,NE

Overview

31
31
years of professional experience

Work History

Auditor

B M O
08.2023 - 12.2023
  • After BotW sold to BMO audited the applications taken by the LO's and transferred to BMO's systems by a third party for accuracy
  • Worked in Host and HALO systems to check accuracy
  • This was a full time 40 hour a week position.

Quality Assurance Analyst (QA Analyst)

Bank Of The West
11.2013 - 12.2023
  • Quality Assurance Call Monitoring for Monitored Loan Originators taking Mortgage and Home Equity Line of Credit (HELOC) application calls, scored for Compliance, sales and customer service skills
  • Team of 15 LOs, required to listen to 5 calls per month
  • Sent evaluations to the LO and their manager
  • Kept monthly tracking of each LO's scores and compliance misses
  • Assigned Web Applications and tracked how many and to whom they were assigned
  • Audited to be sure the web app customers were contacted
  • Kept monthly and yearly records of scores for management
  • Monitored the recording system daily to be sure each LO had recordings
  • Compiled all data into monthly reports for management
  • Used Excel for tracking, evaluations and reports
  • BMO After BotW sold to BMO audited the applications taken by the LO's and transferred to BMO's systems by a third party for accuracy
  • Worked in Host and HALO systems to check accuracy
  • This was a full time, 40 hour a week position.

Senior Behavior Analyst

TPG Telemanagement
05.2007 - 08.2013
  • TPG analyzes exchanges between call center agents and customers, with the goal of improving sales and customer satisfaction for TPG's Fortune 500 clients
  • I monitored calls for clients with sensitive financial information that required FBI background checks for the program
  • All calls monitored were scored and every line item that was defected had to be documented with the time of the defect and the details that were incorrect
  • I monitored calls for various clients
  • This was a full time, 40 hours a week position.

Quality Assurance

SITEL Corporation
01.1993 - 05.2007
  • Evaluate, train, and develop customer service sales agents for a major Credit Card company
  • LEAD SUPERVISOR: Answered questions, took complaint calls, kept track of Sales Per Hour CLIENT MONITORING: Schedule client sessions, listen with the client and report to the Account Management Team
  • INTERNAL MONITORING: Monitor, train, and develop other SITEL sites Quality Departments
  • SALES: Evaluate, educate and develop Customer Service representatives in sales skills
  • SITEL News Letter: Published program News Letter for the purpose of keeping Customer Service Agents updated on program changes and best practices
  • This was a full time, 40 hour a week position.

Education

High School Diploma -

Anselmo Merna High School
Merna, NE

Desiredoccupation

Quality Control Analysts

Desiredsalary

$21.75 hourly (Approx. $45,000 annually) or more

Desiredjoblocation

Nebraska

Desiredjobtype

Mon, Tue, Wed, Thu, Fri, Day, Regular, FT, No, No, Yes

Driverslicense

Regular Drivers License (Class O)

Jobskills

194 skill(s)

Toolsandtechnology

103 Technology, 136 Tools

Typingspeed

20 + wpm

Security Clearance

No Clearance

Timeline

Auditor

B M O
08.2023 - 12.2023

Quality Assurance Analyst (QA Analyst)

Bank Of The West
11.2013 - 12.2023

Senior Behavior Analyst

TPG Telemanagement
05.2007 - 08.2013

Quality Assurance

SITEL Corporation
01.1993 - 05.2007

High School Diploma -

Anselmo Merna High School

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KATHY BROADY