Patricia Couture
Owensboro,KY
Summary
Quality Analyst with extensive experience at Bank of America, specializing in quality assurance and compliance. Proven ability to coach and mentor teams, resulting in enhanced performance and customer service. Strong problem-solving skills and meticulous attention to detail have driven significant improvements in customer satisfaction.
Overview
21
21
years of professional experience
Work History
Quality Analyst
Bank of America, AVP
Owensboro, Kentucky
08.2004 - 03.2025
- Monitored customer interactions for quality assurance, ensuring adherence to policies.
- Evaluated employee performance, delivering constructive feedback on job tasks.
- Analyzed service calls to identify improvement areas and provide targeted feedback.
- Collaborated with team members to achieve project objectives and meet deadlines.
- Handled escalated customer concerns professionally, preserving satisfaction and relationships.
- Promoted products during interactions, contributing to sales goal achievement.
- Developed knowledge base documents for team reference, enhancing operational efficiency.
- Maintained expertise through ongoing education and advanced training.
Education
High School Diploma -
Apollo High School
Owensboro, KY05-1988
Skills
- Quality assurance and compliance management
- Coaching and mentoring
- Problem-solving expertise
- Time management
- Product knowledge
- Fraud prevention
- Attention to detail
- Customer feedback monitoring
- Employee development
- Customer service excellence
- Risk assessment
- Task prioritization
- Regulatory compliance
- Team leadership
- Verbal and written communication
- Informed decision-making
- Process improvement
- Results-driven
References
References available upon request.
Timeline
Quality Analyst
Bank of America, AVP
08.2004 - 03.2025
High School Diploma -
Apollo High School