Whitney M. Jackson
Fort Worth,TX
Summary
Experienced and highly motivated Senior Quality Assurance Auditor with a strong background in various audit operations. Recognized for delivering consistent, high-quality performance in auditing, reporting, and trend analysis, while also supporting team growth and process improvements. Skilled in coaching, resolving audit disputes fairly, and communicating effectively with stakeholders, peers, and management. Known for an innovative mindset, strong integrity, and the ability to foster collaboration even in high-pressure or sensitive situations. Proficient in leading quality initiatives, maintaining accurate documentation, and presenting actionable insights to drive team performance and operational excellence. Proven problem-solver with strong communication skills, adept at identifying operational improvements. Committed to ethical standards and detail-oriented reporting, driving continuous improvement in audit. Proficient in Microsoft Office Suite.
Overview
18
18
years of professional experience
Work History
Senior Auditor - Audit and Risk Management
State National Companies
10.2022 - Current
- Perform audits for various departments.
- Assign contact center call and chat audits.
- Track performance trends to identify operational improvement opportunities and recommend process enhancements.
- Mentor auditors and train new auditors, enhancing team performance and knowledge retention.
- Prepare detailed audit reports, presenting findings and recommendations to senior management.
- Key contributor to new audit development and enhancement of existing audits.
- Serve as point of contact for contact center audits, coordinating communication between QA and stakeholders to ensure clear, accurate and timely resolution of issues.
- Oversee and process audit remediation tasks in Auditboard, ensuring accurate documentation and timely closure of audit issues.
- Resolve audit-related disputes by reviewing findings, addressing discrepancies, and ensuring fair outcomes aligned with QA standards.
- Conduct internal meetings as well as quarterly meetings with contact center management team.
- Work on special audit projects aimed at identifying issues and recommending actions plans.
- Serve as point of contact for contact center audits, coordinating communication between QA and stakeholders to ensure clear, accurate and timely resolution of issues.
- Identified issues of non-compliance and elevated reports to senior personnel.
- Created detailed standard operating procedures for contact center call and chat audits.
Senior Contact Center Representative
State National Companies
03.2008 - 10.2022
- Performed in a high-volume call center environment, maintaining composure under pressure while providing top-notch support services.
- Managed escalated calls from customers, providing advanced support and conflict resolution.
- Mentored new hires and service representatives that experienced difficulty in specific areas of performance.
- Conducted extensive research and resolutions for customer issues including follow-up, if necessary.
- Evaluated and processed refunds submitted by representatives who had not received access to process refunds.
- Made recommendations to management regarding new ideas to influence workflow and procedures.
- Managed contact center performance and productivity in absence of supervisor.
- Completed special projects as assigned by management.
- Created content for the department newsletter, promoting learning resources, training updates and employee development initiatives as a Learning and Development Committee member.
- Improved overall call center performance by sharing best practices, tips, and techniques with peers during team meetings and one-on-one coaching sessions.
- Developed and maintained courteous and effective working relationships.
- Proactively identified areas of opportunity within the call center operation to drive continuous improvement efforts.
Education
High School Diploma -
Henry Ford High School
Detroit, MI06-2001
Skills
- Personable and approachable with strong commitment to team support and collaboration
- Innovative mindset
- Strong written and oral communication
- Problem-solving abilities
- Self motivation
- Calm, professional and effective under pressure
- High ethical standards and objective decision making
- Attention to detail
- Proficient in Microsoft Office Suite, including Excel, Word, Outlook, PowerPoint and Teams
- Experienced in navigating use of internal systems to support daily operations, audits and reporting
Timeline
Senior Auditor - Audit and Risk Management
State National Companies
10.2022 - Current
Senior Contact Center Representative
State National Companies
03.2008 - 10.2022
High School Diploma -
Henry Ford High School
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