Shirley Thomas
Columbus,Mississippi
Summary
Dedicated Quality Analyst providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to ensure quality metrics are met and documented instructions are being followed to support customer support issues.
Overview
20
20
years of professional experience
Work History
Quality Analyst
Sagility
Westminster, CO
01.2023 - Current
- Provided customer service support to customers over the phone.
- Identified customer needs and provided appropriate solutions.
- Gathered feedback from customers regarding services.
- Documented all conversations with customers according to company standards.
- Participated in team meetings or training sessions when necessary.
- Adhered to company's established protocols for handling confidential data.
- Ensured compliance with applicable laws and regulations for provision of services.
- Performed audits of agents and their calls
CSR Remote
Conduent
02.2022 - 01.2023
- Provided customer service support to customers over the phone.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Processed orders, forms, applications, and requests.
Quality Engineer
Grammer Inc
Shannon, MS
07.2019 - 01.2022
- Conducted daily inspections of production lines and reported discrepancies to management.
- Monitored and evaluated product quality throughout the manufacturing process.
- Performed detailed inspections of incoming materials and components for defects.
- Investigated customer complaints related to quality issues and documented findings.
- Analyzed data from tests performed on products to ensure that they meet specifications.
- Participated in the development of new products by providing input on design for manufacturability criteria.
- Submitted PPAP
- Champion quality audits
- Wrote and implemented work instructions
- Performed calibrations on tools
- Champion on Root cause analysis
Quality Control Supervisor
Borgers USA
Vance, AL
10.2006 - 04.2019
- Trained new employees on proper use of inspection tools and techniques.
- Managed quality control team of 10 personnel.
- Investigated customer complaints and initiated corrective action plans.
- Conducted root cause analysis for non-conformances and reported findings.
- Collaborated with other departments to identify areas for improvement in processes or products.
- Participated in internal audits as well as third-party vendor audits.
- Audited production floor and monitored metrics, verified adherence to standard work instructions and corrected deficiencies.
- Executed written quality control protocols, gathered data and generated reports with support of team members.
- Observed and monitored utilization of equipment.
- Directed and coordinated production activities, encouraging employees to meet specifications.
Education
Bachelor of Science - Health Care Management
University West Alabama
Livingston, AL 01.2026 - 04.2026
Paralegal Studies
Mississippi University For Women
Columbus, MSSkills
- Call Management
- Claims processing
- Inbound and Outbound Calling
- Complaint Resolution
- Data Entry
- Quality auditing
- Live monitoring
- Meeting Lead
- Regulatory compliance
- Team collaboration
- Data analysis
- Research skills
- Effective communication
- Procedural updates
- Continuous improvement
- Audit processes
- Training material development
- Equipment calibration
- Customer focus
- QC investigations
- Data validation
- Pharmacy Hub customer service
- Benefits and Eligibility processing
Timeline
Bachelor of Science - Health Care Management
University West Alabama
01.2026 - 04.2026
Quality Analyst
Sagility
01.2023 - Current
CSR Remote
Conduent
02.2022 - 01.2023
Quality Engineer
Grammer Inc
07.2019 - 01.2022
Quality Control Supervisor
Borgers USA
10.2006 - 04.2019
Paralegal Studies
Mississippi University For Women