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
Creative problem solving
Feedback delivery
Teamwork and collaboration
Team building and motivation
Adaptability and flexibility
Data analysis
Continuous improvement
Strong attention to detail
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