Experienced Quality Assurance Analyst and Training Professional with a demonstrated history of working in the marketing and advertising industry, specializing in Quality Assurance, Chargeback Investigation, Risk Mitigation, Deal Validation, Retention and Cancellation Investigations, and Business Process Improvement.
Experienced in conducting detailed account and transaction reviews, identifying process gaps, mitigating business risks, and ensuring compliance with established policies and procedures. Skilled in analyzing customer interactions, account activities, sales processes, and supporting documentation to determine accuracy, compliance, and potential risks.
Proficient in utilizing AI-powered prompts and tools to support quality audits, account investigations, process validation, and operational efficiency. Experienced in leveraging AI prompts to assist with call and interaction reviews, identify discrepancies, validate findings, and improve the accuracy and consistency of QA investigations.
Also has extensive experience in the Training and Development field, responsible for educating new hires and conducting uptraining sessions for existing employees on current processes, policies, products, and quality standards. Comfortable working closely with teams and leadership to identify knowledge gaps, provide coaching, and drive continuous improvement.
Highly adaptable and capable of working across different projects, processes, and business functions. Known for having strong attention to detail, a firm and analytical approach, and the ability to handle complex investigations while maintaining professionalism and objectivity.
A strong, flexible, and results-driven professional who can work independently or collaboratively and adapt quickly to new systems, processes, projects, and business requirements.
