Kyle Balmer
Forest Grove,OR
Summary
Dynamic Senior Quality Assurance Analyst with a proven track record at Wells Fargo, excelling in risk analysis and mitigation. Recognized for reducing defect rates through meticulous testing and fostering team productivity by mentoring junior staff. Strong analytical problem-solving skills complemented by a commitment to continuous improvement and exceptional leadership.
Overview
17
17
years of professional experience
Work History
Senior Quality Assurance Analyst
Wells Fargo
10.2019 - 12.2025
- Met tight deadlines to satisfy client demands and project timelines.
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
- Proposed development and testing improvements to positively impact usability, function and performance.
- Mentored junior QA staff, fostering professional growth while increasing overall team productivity and effectiveness.
- Conducted root cause analysis on recurring issues, leading to targeted improvements in processes and systems that reduced future occurrences significantly.
- Reduced defect rates by promptly addressing issues found through meticulous attention to detail during testing phases.
- Supported a culture of continuous learning by sharing best practices and lessons learned with team members and stakeholders.
Phone Banker
Wells Fargo
10.2015 - 05.2019
- Contributed to a culture of continuous improvement by regularly providing feedback and suggestions for enhancing phone banking processes and customer interactions.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Utilized advanced problem-solving skills to address complex client issues, often working under pressure or within tight deadlines without compromising on service quality.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Mentor
Secure Contact Solutions
04.2009 - 06.2015
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Monitored mentee performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
- Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Education
BBA - Management Information Systems
Oregon State University
Corvallis, ORBBA - Accountancy
Oregon State University
Corvallis, ORSkills
- Call monitoring
- Team leadership
- Analytical problem solving
- Quality assurance experience
- Risk analysis and mitigation
- Strong work ethic
Timeline
Senior Quality Assurance Analyst
Wells Fargo
10.2019 - 12.2025
Phone Banker
Wells Fargo
10.2015 - 05.2019
Mentor
Secure Contact Solutions
04.2009 - 06.2015
BBA - Management Information Systems
Oregon State University
BBA - Accountancy
Oregon State University