Shanbricia Jackson
Cusseta,MI
Summary
Quality-focused professional with 8 years of experience in quality assurance and analysis, seeking a Call Center Quality Analyst role. Proven track record in conducting inspections, implementing corrective actions, and utilizing CRM systems to enhance service delivery. Strong skills in data analysis, problem-solving, and customer service, with a commitment to maintaining high-quality standards.
Quality Assurance professional with comprehensive experience in ensuring product quality and compliance with industry standards. Demonstrates strong analytical skills and methodical approach to identifying and resolving issues. Adept at collaborating with cross-functional teams to achieve optimal results and adapt to evolving project needs. Highly reliable with expertise in software testing, process improvement, and risk management.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
PharmaCentra, LLC
04.2023 - 03.2025
- Evaluated pre-recorded calls to ensure compliance with call standards and legal requirements
- Assessed customer service interactions to identify areas for improvement and ensure quality service delivery
- Transitioned between multiple client programs, demonstrating versatility and adaptability in handling various projects
- Contributed to the development and implementation of continuous improvement processes focused on customer service excellence, legal compliance, and high-quality contact interactions
- Worked closely with teams to enhance performance and ensure customer service goals were consistently met
- Leverage AI-assisted QA to enhance QA output and ensure 100% review of all interactions
- Analyze data from QA solution platforms to offer insights and recommendations aimed at improving customer interactions and agent performance
- Ensure adherence to company policies, industry standards, and best practices by identifying and resolving potential issues in customer interactions
- Create reports and dashboards to monitor and communicate QA performance, highlighting areas of improvement and success
- Research additional business KPIs and initiatives through reporting and moment building activities
- Support the onboarding process for new agents and contribute to their retention
- Address grievances related to QA results through the formal grievance process
- Carry out other duties and responsibilities as periodically assigned by the supervisor to meet operational or other requirements
Quality Team Leader
Hyundai Transys Seating
01.2022 - 04.2023
- Reviewed quality inspection checks and audits, recorded discrepancies, and implemented corrective actions to maintain high-quality standards
- Collaborated with department leaders to improve safety, quality, cost, and delivery through targeted initiatives
- Assisted in developing Standard Operating Procedures for product inspections and generated daily performance reports
- Led containment actions for non-conforming materials, conducting root cause analysis and recommending preventive strategies
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
QA Inspector
L3 Harris Technologies
12.2021 - 01.2022
- Conducted thorough inspections of electronic assemblies and mechanical components, ensuring adherence to quality standards and compliance with current configuration documentation
- Collaborated with cross-functional teams and the Material Review Board to assess material quality and implement continuous improvement strategies
- Played a critical role in the calibration and maintenance of inspection equipment and supported defect tracking and analysis under the guidance of the Quality Assurance Manager
Quality Assurance Technician
Syncreon International Group
09.2018 - 03.2020
- Identified and resolved production issues, reducing defect rates through meticulous inspections and corrective measures
- Compiled and generated comprehensive reports summarizing inspection results, improvement suggestions, and product quality evaluations
- Coordinated with subject matter experts to update work instructions, ensuring compliance with customer-defined standards and tracking the fiscal benefits of enhancements
Training Coordinator
NCR Corporation
12.2017 - 09.2018
- Developed and managed training schedules, delivering programs to over 100 employees, which enhanced understanding of company processes and policies
- Conducted evaluations of training operations to ensure program effectiveness and collaborated on staffing and placement in manufacturing roles
- Instructed employees on Lean Six Sigma principles, facilitated post-training reviews, and mediated between staff and HR to resolve disputes
Engineering Quality Technician
NCR Corporation
02.2016 - 12.2017
- Executed quality assurance protocols and inspected final products to uphold product standards, while training staff to ensure quality compliance prior to shipment
- Analyzed data to improve Quality Assurance processes and documented inspection outcomes, collaborating with engineers and customer representatives to address product and shipping concerns
- Conducted material testing to meet specifications and validated Standard Operating Procedures, assembling telecommunication testing equipment and crafting work instructions for component assembly
Manufacturing Production Associate
NCR Corporation
10.2015 - 01.2016
- Ensured seamless operation and maintenance of production tools and equipment, performing thorough testing and adhering to quality control standards to guarantee product integrity
- Managed precise record-keeping and documentation for picking and shipping tasks, ensuring accurate material quantities and supporting complete operational readiness
Manufacturing Assembly Associate
NCR Corporation
06.2015 - 10.2015
- Executed assembly tasks and operated various machinery and tools to ensure consistent quality and performance in a high-speed production environment
- Managed inventory levels through accurate shelf stocking and order placement, preventing production delays and contributing to on-time delivery
- Conducted regular inspections and performed maintenance on equipment to uphold safety standards and operational efficiency
Education
Certificate - Information Technology Security Administration Program
MYCC
North, SC06.2023
Associate of Arts - Business Administration
American Intercontinental University
Atlanta, GA04.2014
Skills
- Hardware
- Operating Systems
- Software Troubleshooting
- Networking Fundamentals
- Security
- TCP/Ip
- Wi-Fi
- Soho
- Virtualization
- Cloud Computing
- Windows OS
- Imaging
- Configuration
- Malware
- Mobile Devices
- Network Implementations
- Network Operations
- Network Security
- Network Troubleshooting
- Threats
- RedHat
- Ubuntu
- Linux
- Windows 7/8/10
- Mac OS X
- IOS
- DNS and DHCP
- Physical and Logical Security
- Network Standards and Protocols
- IPS/IDS Intrusion Prevention System and Intrusion Detection System
- Disassemble and Reassemble Desktop PCs
- Ram
- Hard Drives
- Motherboard
- Network Interface Cards
- Processors
- Microsoft Firewalls
- Malware Identification
- Microsoft Office
- Mac / Microsoft Windows
- Attention to Detail
- Network Cables
- Oracle
- Cash Register
- Organizational
- Oral
- Performance Management
- Peripherals
- Computer Hardware
- Personnel
- Content
- Customer Service
- Policies
- Databases
- Printers
- Delivery
- Processes
- Desktops
- Programming
- Dimensions
- Proposal
- Drivers
- Protocols
- ERP
- Fax
- Quality Assurance
- Forms
- Quality Control
- Hand Tools
- Research
- Human Resources
- Routers
- Image
- Safety
- Instruction
- Sales
- Inventory
- Scanners
- Servers
- ISO 9001
- Shipping
- Six Sigma
- LAN
- Supervision
- Switches
- Technical Support
- Telecommunication
- Employee Training
- Training Programs
- Outlook
- Validation
- Wiring
- Communication
- Training
- Problem-Solving
- Data Analysis
- Collaboration
- Root-cause analysis
- Call monitoring
- Technical support
- Lean manufacturing
- Supplier audits
Timeline
Quality Assurance Analyst
PharmaCentra, LLC
04.2023 - 03.2025
Quality Team Leader
Hyundai Transys Seating
01.2022 - 04.2023
QA Inspector
L3 Harris Technologies
12.2021 - 01.2022
Quality Assurance Technician
Syncreon International Group
09.2018 - 03.2020
Training Coordinator
NCR Corporation
12.2017 - 09.2018
Engineering Quality Technician
NCR Corporation
02.2016 - 12.2017
Manufacturing Production Associate
NCR Corporation
10.2015 - 01.2016
Manufacturing Assembly Associate
NCR Corporation
06.2015 - 10.2015
Associate of Arts - Business Administration
American Intercontinental University
Certificate - Information Technology Security Administration Program
MYCC
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