Angela Moore
Oklahoma City
Summary
Dynamic Quality Assurance Analyst with proven expertise at MidFirst Bank, recognized for exceptional customer service and quality assurance. Bilingual in Spanish, I excel in problem-solving and team building, ensuring process accuracy and stakeholder satisfaction. Committed to fostering collaborative environments and delivering impactful QA reporting to drive continuous improvement.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Engaging Quality Control Analyst with excellent collaboration and troubleshooting skills. Highly effective inw working with clients, peers and professionals. Experienced in inspections and mentoring others.
Overview
8
8
years of professional experience
Work History
Quality Assurance Analyst
MidFirst Bank
Oklahoma City
2018.08 - 2024.05
- Oversaw process checks to verify proper completion and correct frequency.
- Maintained focused, inclusive and supportive learning environments.
- Provided assistance to professionals whenever needed in completing various tasks and special projects.
- Provided feedback to stakeholders on evaluation findings and recommendations.
- Provided positive feedback with emphasis on learning from mistakes to establish solid foundation for progress.
- Documented all procedures related to evaluating programs and services.
- Reviewed existing policies, procedures, systems, services, products. for quality assurance purposes.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked with cross-functional teams to achieve goals.
- Recognized by management for providing exceptional customer service.
Assistant Manager
Continental Credit
Oklahoma City
2016.02 - 2018.08
- Reviewed completed work to verify consistency, quality, and conformance.
- Established processes for monitoring customer satisfaction levels.
- Conducted verification of employment, income, and deposits to support loan decisions.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Updated client account information and records in company databases.
- Submitted loan applications to underwriting department for review and approval process.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Informed customers of loan application requirements and deadlines.
- Reviewed loan applications for accuracy and completeness.
Education
High School Diploma -
Douglas High School
Oklahoma City, OK1997-05
Skills
- Bilingual Spanish Speaker, Customer Service Experience, I am an Extrovert
- Quality assurance
- Attention to detail
- Problem solving
- Team building
- Professionalism
- QA reporting
Timeline
Quality Assurance Analyst
MidFirst Bank
2018.08 - 2024.05
Assistant Manager
Continental Credit
2016.02 - 2018.08
High School Diploma -
Douglas High School