Mason Stewart
Eagle Mountain,Utah
Summary
Results-driven professional with experience in operations support, problem-solving, and cross-team collaboration to meet organizational objectives. Demonstrates effective communication and a strong ability to adapt to new systems in fast-paced environments. Committed to delivering high-quality results while fostering teamwork and a customer-focused approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
BILL
10.2024 - Current
- Established collections Quality Assurance program to enhance quality standards and compliance.
- Designed performance scorecards to evaluate analysts’ customer interactions.
- Led calibration sessions with QA and collections leadership to maintain scoring consistency.
- Analyzed key quality gaps and collaborated cross-functionally to implement continuous improvement initiatives.
- Created and shared weekly and monthly trend reports to provide insights for upper management.
- Cross trained into Fraud QA monitors as well
Quality Assurance (QA) Analyst
LendingClub Bank
01.2021 - 10.2024
- Managed QA processes for Consumer Advocacy department, focusing on training and metric evaluation to drive performance.
- Led cross-functional team of 10 to establish QA monitoring for collections department, enhancing compliance and communication standards.
- Analyzed customer-agent interactions to verify policy compliance and improve communication quality.
- Delivered monthly stakeholder reviews and collaborated on risk mitigation strategies.
Owner/Talent
Mason Stewart Voice Over
01.2019 - 02.2023
- Managed voice-over business operations including client communication, recording, editing, invoicing to ensure smooth workflow and client satisfaction.
- Exhibited self-motivation and effective time management in remote entrepreneurial environment, successfully balancing multiple projects and deadlines.
- Managed daily operations of voice-over studio and recording sessions.
- Developed marketing strategies to promote voice-over services and reach clients.
- Collaborated with clients to understand project requirements and voice preferences.
Written Channel Agent
LendingClub Bank
01.2019 - 01.2021
- Responded to customer inquiries via chat/email, facilitating early-stage collections outreach.
- Participated in task forces to enhance customer service processes, contributing to overall service quality.
- Managed customer inquiries through multiple communication channels.
- Processed loan applications using internal software systems.
- Collaborated with team members to streamline operational workflows.
Evening Manager
Papa’s Express Car Wash
01.2018 - 01.2019
- Managed daily operations, ensuring efficient equipment maintenance and effective resolution of customer service issues.
- Conducted regular inspections of wash bays and chemical levels to maintain operational safety and uphold cleanliness standards.
- Supervised evening operations to ensure smooth workflow and customer satisfaction.
- Managed team schedules and delegated tasks for efficient service delivery.
- Trained staff on car wash procedures and safety protocols to maintain quality standards.
Education
Google Project Management Certificate -
Google
01-2024
Google Data Analytics Certificate -
Google
08-2023
Skills
- Quality assurance
- Inspections and evaluations
- Root cause analysis
- Data analysis and reporting
- Data visualization
- Agile methodologies
- Risk management
- Microsoft Office applications
- Written communication
- Stakeholder communication
Certification
- Google Project Management Certificate, 08/01/23, 01/01/24, Completed over 100 hours of training on project management principles using traditional and agile methods.
- Google Data Analytics Certificate, 03/01/23, 08/01/23, Trained in data preparation, analysis, and visualization. Proficient in SQL, data storytelling, and root cause analysis.
Timeline
Quality Assurance Analyst
BILL
10.2024 - Current
Quality Assurance (QA) Analyst
LendingClub Bank
01.2021 - 10.2024
Owner/Talent
Mason Stewart Voice Over
01.2019 - 02.2023
Written Channel Agent
LendingClub Bank
01.2019 - 01.2021
Evening Manager
Papa’s Express Car Wash
01.2018 - 01.2019
Google Project Management Certificate -
Google
Google Data Analytics Certificate -
Google