Mandie Estes
Senior Quality Assurance Analyst
Manchester,GA
Summary
An encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Senior Quality Assurance Analyst
SheerID
Portland, OR
08.2022 - Current
- Manage quality expectations across 4 BPO partners, totaling 200+ agents, Quality Analysts, and Leadership, fostering positive working relationships and encouraging growth
- Schedule regular syncs with BPO Quality Analysts and Leadership to discuss current quality trends and insights, utilizing audit data to identify training opportunities and optimization insights
- Provide verbal and written feedback to BPO Partners based on pro-active and ad-hoc quality audits
- First Point of Contact for BPO Partners for most needs. This included, but was not limited to: reporting, troubleshooting, credential creation, training needs, and analysis requests
- Implemented a new quality assurance tool, improving email audit proficiency by 20% and streamlining the feedback process by closing the loop up to 50% faster, saving 10 hours or more per week for the internal QA team
- Created and implemented robust quality rubrics for email support, ensuring consistent and high-quality customer interactions
- Developed and executed a DSAT and CSAT review process that is 25% more efficient than the previous process, resulting in an average 6% improvement in CSAT scores for BPO partners
- Set ambitious, yet attainable KPIs for BPO partners, driving performance and accountability
- Worked alongside BPO Leadership to create and implement sustainable quality initiatives
- Created a KPI "stoplight" with pre-determined timelines and interventions when they were below goal to decrease the time to intervention by up to 50%
- Built and maintained Zendesk Explore dashboards for insights into customer support metrics
- Established a centralized Knowledge Base to streamline access to information and improve efficiency
- Assisted in the creation of new training and process materials for continuous process improvement
- Created and executed quarterly team-building activities to foster a positive and collaborative work environment
- Collaborated with the product team to advocate for optimal workflows, consumer experience, and efficiency improvements
- Participated in the RISE leadership program to continue professional growth
Quality Assurance Analyst
SheerID
Portland, OR
09.2021 - 08.2022
- Established and maintained strong partnerships with 4 BPO partners, ensuring alignment on quality expectations and process standards
- Fostered open lines of communication with BPO partners, actively seeking their input on process improvement and quality goals
- Utilized audit data to identify training opportunities and optimization insights, resulting in enhanced performance and efficiency
- Developed and implemented robust quality rubrics for email support, ensuring consistent and high-quality customer interactions
- Created and delivered training and refresher courses to enhance team performance and drive continuous improvement
- Documented the QA process, providing clear guidelines and instructions for team members and stakeholders
- Built and maintained Zendesk Explore dashboards, providing valuable insights and analytics for informed decision-making
- Assisted in addressing customer escalations, resolving issues promptly and ensuring customer satisfaction
- Conducted spot audits on manual reviews and customer interactions, ensuring adherence to quality standards and identifying areas for improvement
Customer Service Team Lead
Wrrk
Remote, Remote
05.2020 - 09.2021
- Successfully supported seven clients across multiple channels and 6 help desks, ensuring prompt and effective resolution of customer inquiries and issues
- Managed the support team for a blockchain identity provider, implementing strategies that improved customer satisfaction (CSAT) ratings by 5%
- Collaborated with Operations, peer, and client teams to provide and maintain excellence in support and training, fostering a culture of continuous improvement
- Demonstrated strong workforce management skills by effectively managing schedules, training, and compliance, ensuring optimal team performance and adherence to service level agreements (SLAs)
- Proactively worked with a team of agents to improve performance, providing ongoing feedback and developing career development plans to identify growth opportunities
- Assigned work assignments, committed the team to the work, managed the quality of work, and conducted people management activities to drive team performance
- Reviewed the team's work output and provided valuable input to the manager on team performance, contributing to continuous improvement efforts
- Provided insights internally and externally to continuously improve processes and support for clients, support agents, and customers
- Created, improved, and maintained training materials for seven clients, ensuring consistent and effective training for support agents
- Set and managed internal and client key performance indicators (KPIs) to achieve 90%+ adherence, using KPIs to provide effective coaching and feedback to employees
- Assisted in providing technical support across the company, demonstrating versatility and a strong understanding of various systems and technologies
- Worked closely with Client Services to spearhead new initiatives, contributing to the growth and success of the organization
- Presented KPIs to clients via weekly/bi-weekly/monthly scorecards, effectively communicating performance metrics and demonstrating value to clients
- Managed and processed 14 timecards for payroll, ensuring accurate and timely payment for team members
- Improved SLA adherence on the largest client by 40%, demonstrating strong problem-solving and process improvement skills
- Increased CSAT on a technical client by 10%, showcasing a customer-centric approach and the ability to meet and exceed customer expectations
Education
High School Diploma -
Hazleton Area High School
Hazleton, PA 09.2000 - 05.2004
Skills
Timeline
Senior Quality Assurance Analyst
SheerID
08.2022 - Current
Quality Assurance Analyst
SheerID
09.2021 - 08.2022
Customer Service Team Lead
Wrrk
05.2020 - 09.2021
High School Diploma -
Hazleton Area High School
09.2000 - 05.2004
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