Frances Banks
Davenport,USA
Summary
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
20
20
years of professional experience
Work History
QA Supervisor
Centene
03.2024 - Current
- Developed and implemented quality assurance strategies to enhance product reliability and customer satisfaction.
- Led team in designing comprehensive testing plans, ensuring thorough coverage of system functionality.
- Collaborated with cross-functional teams to identify and resolve quality issues during product development cycles.
- Collaborated with stakeholders to establish key performance indicators for the QA team, driving continuous improvement efforts throughout the organization.
- Collaborated with cross-functional departments to align audit objectives with organizational goals and performance metrics.
- Mentored staff to foster professional growth and improve team performance.
- Facilitated training sessions to enhance team skills and operational knowledge.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Quality Assurance Analyst
SquareTrade
02.2016 - 03.2024
- Trained and guided onsite and offshore team members in quality assurance standards, policies and procedures.
- Monitored inbound and outbound calls made by employees to provide constructive feedback.
- Provided training to external and internal onboarding team members.
- Participate in weekly calibration sessions to maintain consistency in internal evaluations across all lines of business.
- Supported company in maintaining a work environment focused on quality, communication, collaboration, integration and teamwork.
- Completed weekly and monthly evaluation forms and recorded findings of the claims process, collaborating with quality team members and department managers to implement procedural remedies.
- Educated employees on specific QA standards and confirmed maintenance of standards by holding weekly coaching one on one sessions.
- Used a quality monitoring data management system to compile and monitor performance at team and individual level.
Credit Solutions Quality Analyst
Space Coast Credit Union
09.2010 - 02.2016
- Collaborated with management to provide training on improved processes and assisted with the creation of quality training.
- Edited, proofed and critiqued phone scripts to improve functionality.
- Monitored inbound and outbound calls made by 30 - 40 employees to provide constructive feedback.
- Provide daily quality review reports to management for employee coaching opportunities.
- Recommended improvements in work processes, training procedures and methods to management to increase efficiency or improve call quality.
- Adhere to Space Coast Credit Union security audit procedures.
- Developed and maintained quality assurance procedure documentation.
Business Sales Consultant
PRC LLC
05.2008 - 11.2009
- Responded to customer requests for products, services, and company information.
- Recommended products to customers, thoroughly explaining details.
- Promoted available products and services to customers during service, account management and order calls.
- Develop solutions to meet their business objectives, and provide outstanding customer service with the ability to drive results.
- Responsible for contacting growing small businesses by selling solutions to new accounts that are based here in the United States.
Operations Manager
Portfolio Recovery Associates
08.2005 - 06.2007
- Evaluated employee performance on a weekly basis and conveyed constructive feedback to improve skills.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Effectively managed a staff of 16 team members by implementing company policies, protocols, work rules and disciplinary action.
- Ensured team members verify and update account information, properly code accounts and prepare documents to transfer accounts.
- Monitored call performance of team members in correlation to company standards.
Education
Bachelor of Arts - Psychology
Southern New Hampshire University
Hooksett, NH01-2025
Skills
- Independent Decision Making
- Critical Thinking
- Quality Issue Identification
- Adaptability and Flexibility
- Data Capture and Analysis
Timeline
QA Supervisor
Centene
03.2024 - Current
Quality Assurance Analyst
SquareTrade
02.2016 - 03.2024
Credit Solutions Quality Analyst
Space Coast Credit Union
09.2010 - 02.2016
Business Sales Consultant
PRC LLC
05.2008 - 11.2009
Operations Manager
Portfolio Recovery Associates
08.2005 - 06.2007
Bachelor of Arts - Psychology
Southern New Hampshire University
UNITED STATES ARMY
- National Guard
- Automated Logistics Specialist: 1999 - 2003