Daquan Rhodes
Newark,NJ
Summary
Results-driven Quality Analyst with a proven track record at Bank of America, skilled in software testing and critical thinking. Adept at analyzing performance metrics to drive quality improvements and enhance compliance. A collaborative team player, I excel in training and coaching, ensuring operational excellence and fostering a culture of continuous improvement.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Analyst
Bank of America
WFH
10.2023 - Current
- Conduct quality evaluations of processes, systems, or customer interactions to ensure compliance with internal standards and external regulations.
- Analyze data and performance metrics to identify trends, gaps, and opportunities for improvement.
- Collaborate with cross-functional teams to develop and implement quality improvement initiatives.
- Create and maintain quality monitoring forms, scorecards, and audit tools.
- Provide clear and actionable feedback to teams based on audit findings.
- Support the development and refinement of standard operating procedures (SOPs) and best practices.
- Participate in the training and onboarding of staff regarding quality standards and protocols.
- Generate detailed reports and dashboards on quality performance and present findings to stakeholders.
- Stay informed on industry standards, compliance requirements, and emerging quality trends.
Support and Service Specialist
Apple
WFH
07.2020 - 09.2023
- Respond promptly to support requests via phone, email, chat, or ticketing system.
- Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions.
- Escalate complex problems to appropriate teams when necessary.
- Document issues, solutions, and updates accurately in the support system.
- Assist in creating user guides, FAQs, and documentation for common issues.
- Monitor system performance and report anomalies or patterns in user complaints.
- Follow up with users to ensure complete resolution of issues.
- Provide feedback to product, development, or management teams to improve services and tools.
- Stay up to date with company products, system updates, and support best practices.
Education
High School Diploma -
Lakewood High School
Sumter, SC06.2020
Skills
Software Testing
Troubleshooting
Documentation
Training and Coaching
Collaboration
Time Management
Project Management
Critical Thinking
Team Player
Strong Verbiage
Certification
ISTQB Certified Tester
Timeline
Quality Analyst
Bank of America
10.2023 - Current
Support and Service Specialist
Apple
07.2020 - 09.2023
High School Diploma -
Lakewood High School