Salesforce
Stephanie Cortez Plascencia
QUALITY ASSURANCE SPECIALIST
Guadalajara,JAL
Work Preference
Summary
Detail-oriented Quality Assurance Specialist with four years of experience across Banking, Mortgage, and Insurance sectors. Proven success in prioritizing and managing numerous projects simultaneously while consistently maintaining rigorous quality standards through impeccable attention to reviews and auditing procedures. Extensive background in identifying and resolving complex quality issues to ensure top-tier client standards are met. A reliable and collaborative team player known for strong analytical and communication skills, a positive attitude, and a commitment to continuous learning and growth. Eager to contribute to team success and quickly adapt to evolving environments.
Work History
Quality Assurance Specialist
Tata Consultancy Services
01.2022 - Current
- Maintained comprehensive knowledge of relevant regulatory guidelines, ensuring ongoing compliance within all aspects of quality assurance operations, which helped keep a 98% quality score in audits through precise attention to detail and rapid adaptation to frequent updates.
- Double certification in all five Lines of Business and compliance regulations per clients' standards for Quality Assurance and Complaints.
- Specialized in working with a very dynamic regulatory environment where any error could result in significant financial penalties.
- Knowledge in Property and Casualty (P&C), responsible for auditing and reviewing property and auto policies, documentation and compliance checks for clients' members making sure no payments exceeding have been made.
- Ensured timely completion of audit tasks, demonstrating strong project management skills and attention to detail.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented corrective actions following internal or external audits, addressing identified deficiencies in a timely manner.
- Participation in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards by conducting thorough internal and external audits ensuring compliance throughout the QA process.
Customer Service Representative
Alorica
01.2015 - 2015
- Managed account collections and negotiated payment solutions, maintaining compliance with financial regulations and customer service standards.
- Resolved customer complaints with empathy.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
English Tutor
01.2018 - 01.2021
- Provided personal English instruction to a wide range of students, developing personalized learning plans.
Human Resources, Clinical Psychology and Educational Internships
2014 - 2015
- Supported Human Resources operations such as recruitment, psychological assessments, and payroll.
- Clinical case studies in diverse settings.
- Teaching SEP approved themes for primary school children.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Bachelor's Degree - Psychology
Universidad De Especialidades
Guadalajara, Jalisco, MexicoSkills
Analytical thinking, detail-oriented with problem solving skills
Proficient in Microsoft word, Excel and Power point
Critical thinking and analytical skills
Customer service, excellent active listening skills
Call Quality Review and Monitoring
Quality assurance and improvements, regulatory compliance, performance monitoring
Team collaboration with both inshore and offshore
Internal and external audits
Documentation and reporting
Software
NICE Engage
Guidewire
Gridspace Sift
PEGA Incident
Conversant
Languages
English
Spanish
Timeline
Quality Assurance Specialist
Tata Consultancy Services
01.2022 - Current
English Tutor
01.2018 - 01.2021
Customer Service Representative
Alorica
01.2015 - 2015
Human Resources, Clinical Psychology and Educational Internships
2014 - 2015
Bachelor's Degree - Psychology
Universidad De Especialidades