Detail-oriented Analyst with credentials and hands-on experience in Quality Assurance, Fraud Prevention, AML Due Diligence, Statistical Analysis, Customer Service and Modeling Data. Strong analytical skills; support operations through analysis of key performance indicators and trends. Consensus-driven communicator; liaise across various business units and promote organizational success. Rapidly adapting to new technologies and possess expertise with MS Word, PowerPoint, Excel, Access, and broad range of statistical software. Knowledge of Quality Assurance and implementing regulations of Policies.
Hi, I’m
Keara Bruce
Allentown,PA
Summary
Overview
10
years of professional experience
Work History
GuidehouseColumbus, OH
ASSOCIATE II
03.2022 - 04.2023
Job overview
- Conduct AML case investigations for alerts assigned;
- Investigate leads by gathering and analyzing account transactions and internal/external research;
- Determine potential presence of suspicious activity and provides documentation to support recommendation;
- Draft clear and concise SAR or No SAR narratives bases on investigative results; and escalated to Team Leader (TL) via draft disclosure or dismissal.
- Generated reports detailing findings and recommendations.
- Worked varied hours, days, nights and weekends as business needs dictate, increased production by 5%
- Managed customer relations and customer service through daily communication and interaction.
Insight GlobalColumbus, OH
QUALITY ASSURANCE MANAGER
01.2021 - 12.2021
Job overview
- Coordinates and guides all quality and training activities for site, ensuring project meets all goals and objectives as defined by Project
- Managed Quality Assurance team responsible for auditing, reporting, and providing solutions to maintain or improve operational quality
- Partnered with Call Center Manager to improve agent performance by 35% and adherence to policies and procedures
- Furthermore, frequently engages with Client to strategize, highlight successes, or provide recommendations towards opportunities for improvement within quality and training program
- Developed local community outreach presentations, providing overview of State program and expectations.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Prepared and collection production reports.
- Implemented new quality assurance and customer service standards.
- Recorded, analyzed and distributed statistical information.
JP Morgan Chase BankWesterville, OH
SENIOR QUALITY CONTROL ANALYST IV
05.2014 - 01.2021
Job overview
- Review due diligence ticket reports generated by production staff to analyze Anti-Money Laundering Rules per Bank Secrecy Act
- Provide feedback to Know Your Customer (KYC) due diligence management team to ensure consistent quality across department; proactively highlight potential issues to management and compliance
- Reexamine facts already identified as well as identify and consider alternative interpretations of data and findings
- Recognize importance of independent verification of information, data, and conclusions Provided guidance and coaching to department to improve quality output of department review of due diligence
- Spearheaded Due Diligence for Anti-Money Laundering by identifying key risk factors and forecasting risk viability
- Key developer of Standard Operating Policies, training models, development assessments, and data warehouses to manage Quality Assurance Department
- Streamlined various projects to output data, to assist with performance and adherence
- Developed real time monitoring data reporting system to improve accuracy of quality assurance, contributing to overall agent improvement of 57% Established new forecasting tracking and management reporting system to improve availability and accuracy of quality assurance, triggering 45% increase in accuracy
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards.
- Created and revised procedures, checklists and job aids to reduce error disputes by 80%.
- Crafted training materials and ran on-boarding sessions to train 50 incoming team members.
Education
University of PhoenixPhoenix, AZ
Associate of Applied Science from Criminal Justice
10.2014
University Overview
Columbus State Community CollegeColumbus, OH
Associate of Applied Science from Business Management
09.2004
University Overview
Skills
- Strategy Development Performance Optimization Consultive Support
- Risk Management Effective Communication Process Implementation
- Quality Assurance Relationship Management Documentation & Reporting
- Fraud Monitoring
- Process Monitoring
- Manage Customer Accounts
- Strategic Financial Planning
- Data Capture
- Project Management
- Data Analysis
- Audit Processes
- Software Quality Assurance Knowledge
- Training Implementation
- Quality Inspection and Control
- Anti Money Laundering (AML)
- US Treasury AML Guidelines
- Suspicious Activity Monitoring
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
ASSOCIATE II
Guidehouse
03.2022 - 04.2023
QUALITY ASSURANCE MANAGER
Insight Global
01.2021 - 12.2021
SENIOR QUALITY CONTROL ANALYST IV
JP Morgan Chase Bank
05.2014 - 01.2021
University of Phoenix
Associate of Applied Science from Criminal Justice
Columbus State Community College
Associate of Applied Science from Business Management
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