Mayra Senties
Simpsonville,SC
Summary
Experienced Quality Assurance Analyst II with over 8 years of expertise in utilizing first line of defense quality testing methodologies. Skilled in identifying program, control, regulatory, and process gaps, as well as operational irregularities. Proficient in validating and documenting test samples using strong analytical skills. Facilitates employee training for new QA recruits and provides continuous advice, guidance, and mentorship on duties and best practices.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Quality Assurance Analyst II
TD Bank N.A.- CCUL Card Ops Unsecured Lending Quality
12.2023 - Current
- Ensures adherence to set quality standards
- Leads and executes projects to attain company and/or department objectives which may require directing the work of others
- Maintains and develops expanding knowledge of company and/or department systems; assists with system implementation/conversion as needed
- Coordinates quality control and/or compliance activities
- Participates in special projects and performs additional duties as assigned
- Recommends, oversees, and/or coordinates employee training that is specifically designed to meet the learning and development needs of the testers, based on evaluations from oversight reviews
- Monitors Employee and/or division performance to ensure compliance with department and/or company standards
- Participates in meetings and coaching sessions
- Keeps staff informed of any procedural changes or enhancements
- Provides support to department leadership in performing trend analysis, information gathering, performance feedback and related activities.
Quality Assurance Analyst I
TD Bank N.A.- CCUL Card Ops Quality
05.2021 - 12.2023
- Conduct monthly audits on a team of eight Quality Control Specialists to ensure consistent and accurate evaluations across Credit, Merchant Services and Customer Service Front Office employees
- Analyze and test different evaluations forms to identify new and improved way to evaluate employees in efforts to meet business requirements
- Facilitate and lead meetings with members of Management and/or Quality Control Specialists
- Supervise and delegate tasks to a team of eight Quality Control Specialists
- Maintain knowledge of policy and procedures to ensure regulatory compliance requirements are met
- Craft, modify, and maintain project manuals and technical documentation used by the Quality Assurance team.
Quality Control Specialist IV
TD Bank N.A - CCUL Card Ops Credit Quality
03.2016 - 05.2021
- Monitored and evaluated inbound call recordings and application/account transactions to ensure all applicants and merchants receive legendary customer experiences
- Conducted coaching and training sessions with RCS Credit Specialists and Leadership to address call productivity and call monitor performance
- Facilitated and led meetings with new hires classes to ensure regulatory guidelines are met and adherence to department policies
- Developed and updated evaluation forms based on metrics and results to instruct employees on how they are being monitored to maintain transparency
- Coached less experienced Quality Control personnel
- Provided regular updates to team leadership on Quality metrics by communicating opportunities or production deficiencies.
CCUL Credit Representative II
TD Retail Card Services
11.2014 - 03.2016
- Used Fiserv Vision Plus knowledge to efficiently process applications and render accurate decisions for induvial credit requests
- Responded to external telephone inquiries in a timely manner regarding applications, credit line increases, credit line reinstatements, and other underwriting decisions based on credit bureau report
- Demonstrated excellent communication skills; both verbal and written, including excellent phone skills and the ability to document calls and account activity clearly
- Facilitated coaching and training to ensure new hires received updated information regarding policies and procedures.
Education
ASSOCIATE DEGREE - Liberal Arts
Passaic County Community College
Skills
Quality Assurance
Quality Control
Coaching and Development
Call Monitoring
Process Implementation
Data Analysis
Fiserv Knowledge
Group Presentations
Certification
Lean Six Sigma Yellow Belt
Languages
Spanish
Awards
2024 Q3 WOW! Award Recipient
Timeline
Quality Assurance Analyst II
TD Bank N.A.- CCUL Card Ops Unsecured Lending Quality
12.2023 - Current
Quality Assurance Analyst I
TD Bank N.A.- CCUL Card Ops Quality
05.2021 - 12.2023
Quality Control Specialist IV
TD Bank N.A - CCUL Card Ops Credit Quality
03.2016 - 05.2021
CCUL Credit Representative II
TD Retail Card Services
11.2014 - 03.2016
ASSOCIATE DEGREE - Liberal Arts
Passaic County Community College
Lean Six Sigma Yellow Belt
Control IQ Foundation Certificate in Active Operations Management
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