Ruben Quintana
North River,IL
Summary
Dynamic internal audit and quality assurance professional with over 7 years of experience in the credit union and insurance sectors. Expertise in leading risk-based assessments, evaluating internal controls, and analyzing operational data to produce comprehensive audit reports that enhance compliance, efficiency, and profitability. Proven track record in mentoring teams, collaborating with regulators, and fostering a culture of continuous improvement. Committed to delivering strategic insights that drive organizational success and operational excellence.
Overview
13
13
years of professional experience
Work History
Quality Assurance Analyst
Alliant Credit Union
Chicago, IL
11.2022 - Current
- Lead independent reviews of operational and compliance processes across multiple business units
- Develop risk-based audit scopes and testing approaches; assess control design and operating effectiveness.
- Develop and executed comprehensive test plans, identifying defects and ensuring timely resolution.
- Conduct root cause analysis for recurring quality issues, driving process improvement initiatives.
- Collaborate with management to identify trends in customer feedback and recommend process enhancements.
- Maintain detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Participated in cross-functional projects aimed at improving overall business operations within the call center environment.
Quality Assurance Specialist
Kemper Insurance
Downers Grove, IL
06.2018 - 11.2022
- Conducted operational and compliance reviews, developed testing documentation, identified control gaps, and mentored team members.
- Conducted thorough reviews of testing processes, improving efficiency by streamlining workflows and reducing redundancies.
- Collaborated with cross-functional teams to identify defects and implement corrective actions, enhancing product reliability.
- Established quality metrics to track performance against benchmarks, driving continuous improvement initiatives across departments.
- Led root cause analysis sessions to identify systemic issues, developing solutions that enhanced overall product quality and customer satisfaction.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Performed risk assessments on potential new projects, helping management make informed decisions about resource allocation and project priorities.
- Enhanced user experience, meticulously testing for usability and accessibility standards.
- Mitigated risks associated with product non-compliance, conducting rigorous quality control assessments.
- Maintained up-to-date knowledge of regulatory changes, ensuring product compliance across multiple markets.
Claims Specialist
American Access Casualty Company
Oakbrook Terrace, IL
03.2013 - 06.2018
- Reviewed high-volume insurance claims for accuracy, completeness, and policy compliance.
- Processed and evaluated insurance claims, ensuring compliance with company policies and regulations.
- Investigated claim discrepancies, collaborating with various departments to resolve issues effectively.
- Analyzed data trends in claims processing to identify areas for improvement and enhance operational efficiency.
- Mentored junior staff on best practices in claims management, promoting knowledge sharing and team development.
- Implemented quality control measures, ensuring consistent adherence to regulatory guidelines across all claims handled.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
Education
Bachelor of Science - Business Management
University of Illinois At Chicago
Chicago, IL12.2018
Skills
- Internal Audit Planning & Execution
- Risk Assessment & Control Testing
- Regulatory & Compliance Audits
- Operational & Process Audits
- Data Analysis
- Audit Reporting & Recommendations
- Team Leadership
- Stakeholder & Regulator Coordination
EDUCATION & CREDENTIALS
English & Spanish
Timeline
Quality Assurance Analyst
Alliant Credit Union
11.2022 - Current
Quality Assurance Specialist
Kemper Insurance
06.2018 - 11.2022
Claims Specialist
American Access Casualty Company
03.2013 - 06.2018
Bachelor of Science - Business Management
University of Illinois At Chicago