Jeanny Garcia
Summary
Results-driven Quality Assurance and Compliance Specialist with over 20 years of progressive experience in leading quantity assurance initiatives, regulatory compliance, and fraud prevention within the financial services and medical technology sectors. Proven expertise in designing and enhancing quality systems, conducting through audits, and delivering performance coaching that drives operational excellence and customer satisfaction in a call center environment. Adept at analyzing complex transactional data to detect risks, ensure adherence to state and federal regulations. Skilled in cross functional collaboration, staff training, and producing actionable insights through data-driven reporting. Technically proficient with a broad range of industry tools and platforms, committed to fostering continuous improvement and mitigating organizational risk.
Overview
17
17
years of professional experience
Work History
Quality Assurance & Satisfaction Specialist
Polymer Technology Systems (PTS Diagnostics)
05.2023 - 03.2025
- Led the design, implementation, and continuous enhancement of quality assurance systems, increasing evaluation and supporting data-driven performance improvements.
- Conducted detailed audits of customer interactions across phone and email channels to ensure full compliance with state and federal regulations, mitigating risk, and upholding customer service standards.
- Delivered performance-based coaching and actionable feedback to staff, fostering consistent improvement in service delivery and regulatory adherence.
- Facilitated cross-functional calibration sessions to align quality assessment criteria, promoting accuracy and standardization across evaluation processes.
- Analyzed quality trends and performance metrics to identify root causes of service gaps, initiating corrective measures that improved overall customer satisfaction.
Quality Assurance Administrator II (CSBB)
Wells Fargo Payments, Virtual Solutions & Innovation (PVSI)
12.2021 - 08.2022
- Spearheaded cross-functional calibration sessions by preparing detailed scoring analyses, ensuring consistency in quality evaluations and enhancing business unit satisfaction through aligned performance standards.
- Responsible for evaluating and enhancing the quality of customer interactions across various communication channels to ensure high standards of customer service are consistently met.
- Synthesized and presented monthly trends and risk reports to leadership, recommending strategic enhancements that optimized compliance performance and reduced scoring discrepancies.
- Maintain accurate documentation of QA assessments and agent performance records.
- Developed and executed targeted training programs to address performance gaps and regulatory updates, resulting in improved knowledge retention and accelerated onboarding for departmental new hires and QA analysts.
Quality Monitoring II Customer Contact Team
Wells Fargo Technology & Operations
02.2009 - 12.2021
- Escalated and documented complex cases involving suspicious activity, identity theft, and financial abuse to specialized investigative teams, facilitating timely resolution and regulatory adherence.
- Collaborate with team leaders and supervisors to define quality metrics, enhance coaching efforts and drive a culture of quality and accountability.
- Conduct call and claim quality audits facilitating high-level customer service, assess agent behavior, counsel, and coach call center agents to reduce negative customer experience, wastage of time and resources, and agent attrition.
- Participate in team meetings and strategy sessions to enhance overall service quality.
Team Lead (ESS Loss Specialist II)
Wachovia Technology & Operations
05.2008 - 02.2009
- Oversaw and validated the accuracy and compliance of Suspicious Activity Reports (SAR) and Enhanced Due Diligence (EDD) investigations, ensuring alignment with all relevant regulatory requirements.
- Directed comprehensive monthly transaction reviews to confirm team members conducted through investigations, included proper documentation, and applied rigorous customer due diligence for accounts flagged with suspicious activity or elevated risks.
- Delivered daily/weekly/monthly data driven performance reports which include key performance metrics such as AHT, CSAT, and First Call Resolution (FCR).
- Provides performance and development guidance to all team members ensuring implementation of improved procedures and/or enhanced tools allowing the team to quickly and professionally resolve end-user questions and concerns.
- Daily monitoring of support and services to ensure a timely response. Manage escalations accordingly.
Skills
- Quality Assurance Management
- Regulatory Compliance & Auditing
- Fraud Detection & Risk Mitigation
- Performance Metrics
- Process Improvement
- Case Management
- Policy Development
- Risk Assessment & Controls
- Staff Training & Development
- Cross-Functional Collaboration
- Customer Service Excellence
- Call Monitoring & Transaction Review
Timeline
Quality Assurance & Satisfaction Specialist
Polymer Technology Systems (PTS Diagnostics)
05.2023 - 03.2025
Quality Assurance Administrator II (CSBB)
Wells Fargo Payments, Virtual Solutions & Innovation (PVSI)
12.2021 - 08.2022
Quality Monitoring II Customer Contact Team
Wells Fargo Technology & Operations
02.2009 - 12.2021
Team Lead (ESS Loss Specialist II)
Wachovia Technology & Operations
05.2008 - 02.2009
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