Alexis Erickson
Sandy,UT
Summary
Dedicated Quality Assurance Specialist with a proven track record in monitoring customer interactions to uphold compliance and quality standards. Expertise in collaborating with cross-functional teams to drive process improvements, lead calibration sessions, and present insightful audit findings. Committed to fostering consistency and promoting a culture of continuous improvement within the organization. Strong analytical skills and a detail-oriented approach ensure exceptional service quality.
Overview
6
6
years of professional experience
Work History
Quality Assurance Specialist
LendingClub
Lehi, UT
12.2024 - Current
- Facilitated monthly calibration sessions with leadership to ensure strategic alignment and maintain updated policies and documentation.
- Built monthly business review reports to present trends to leadership.
- Developed and refined multiple scorecards and glossaries, facilitating adherence to up-to-date procedures and enhancing auditing effectiveness.
- Established auditing procedures for third-party partner oversight.
- Facilitated comprehensive training sessions for associates across various lines of business.
- Conducted monthly one-on-one meetings to support team development. Performed weekly spot checks to confirm audit accuracy.
Quality Assurance Associate
Lending Club
01.2021 - 12.2024
- Implemented effective time management strategies to meet performance standards and expectations.
- Reviewed loans, calls and written communications to ensure compliance with regulations, and all process and procedures.
- Executed detailed audits of 80-100 evaluations weekly, consistently ranking among the highest performers in the team.
- Evaluated fraud and member support trends to improve member experience and elevate agent proficiency.
- Efficiently cross trained in 8 lines of businesses to assist with business needs.
Auto Refinance | member support + written channel
Lending Club
11.2019 - 05.2020
- Constructed new workshops to assist with future training and providing positive and constructive feedback.
- Networked with multiple resources to better understand procedures.
- Thoroughly explained the procedures and time frames for Lending Club.
- Well versed in auto refinance processes.
- Assisted with chats, SMS and emails while flexing to take calls with high volume.
Member Support
Lending Club
09.2019 - 11.2019
- Take inbound calls assisting members in reviewing their loan.
- Assist clients with any questions or concerns they may have referencing their account.
- Provide members with educational information on their credit and credit scoring.
- Assisted leadership by helping with escalated member calls.
Education
No Degree -
Salt Lake Community College
Salt Lake City, UTSkills
- Detail oriented with effective time management skills
- Excellent communication, both verbal and written
- Team collaboration
- Relationship building
- Quality assurance
- Analytical thinking
- Problem-solving skills
Timeline
Quality Assurance Specialist
LendingClub
12.2024 - Current
Quality Assurance Associate
Lending Club
01.2021 - 12.2024
Auto Refinance | member support + written channel
Lending Club
11.2019 - 05.2020
Member Support
Lending Club
09.2019 - 11.2019
No Degree -
Salt Lake Community College