Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Eric McCarthy

Lawrence,KS

Summary

Thorough Quality Assurance Supervisor proficient in all QA operations, policies and procedures. Experience hiring and developing individual team members. Committed to thoroughly assessing product quality and manufacturing processes to achieve excellent results and customer satisfaction.

Overview

10
10
years of professional experience

Work History

Quality Assurance Supervisor

ResultsCX
08.2020 - 01.2024
  • Supervised teams of 25 Quality Analysts across 1 Financial and 3 Healthcare accounts.
  • Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
  • Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
  • Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
  • Entered and analyzed data from quality metrics within extensive Excel reports to identify trends and opportunities for improvement, driving targeted action plans based on findings.
  • Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.

Quality Assurance Analyst

ResultsCX
02.2020 - 08.2020
  • Examined daily calls in monitoring tools to identify opportunities for improvement and root causes for failures.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
  • Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.

Customer Service Representative

ResultsCX
08.2018 - 02.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Store Manager

Euphoria Hookah Lounge
08.2013 - 01.2018
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Supervised guest within the store, answering questions regarding products.

Education

Bachelor of Science - Economics

University of Kansas
Lawrence, KS

Skills

  • Corrective Action Planning
  • Cross-Functional Teamwork
  • Analytical Thinking
  • Team Leadership
  • Microsoft Office Proficiency
  • Customer Service

References

- Jon Maag - Results CX

- Quality Assurance Manager

- 816-560-0717

- Hazem Chahine - Euphoria Hookah Lounge

- Owner

- 785-331-8339

- Joaquin Minter - Star Signs LLC

- Current Employee

- 785-218-2442

Timeline

Quality Assurance Supervisor

ResultsCX
08.2020 - 01.2024

Quality Assurance Analyst

ResultsCX
02.2020 - 08.2020

Customer Service Representative

ResultsCX
08.2018 - 02.2020

Store Manager

Euphoria Hookah Lounge
08.2013 - 01.2018

Bachelor of Science - Economics

University of Kansas

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Eric McCarthy