Kristine Carruth
Tinley Park
Summary
Results-driven Quality Assurance Manager with extensive experience leading quality assurance operations, managing high-performing teams, improving business processes, and delivering exceptional client experiences. Proven ability to implement quality standards, train teams, oversee large-scale project workflows, and leverage technology—including AI solutions—to improve efficiency. Recognized for reducing errors to nearly zero while maintaining outstanding client satisfaction and operational excellence.
Overview
21
21
years of professional experience
Work History
Quality Assurance Manager
Norton Norris
01.2021 - Current
- Lead and manage a team of approximately 20 Quality Assurance editors, providing coaching, training, and ongoing performance support.
- Oversee the quality of more than 4,000 client reports annually, ensuring exceptional accuracy and consistency before delivery.
- Developed and implemented quality assurance standards that have reduced reporting errors to nearly zero, significantly improving overall client satisfaction.
- Train all Quality Assurance editors on company standards, best practices, and quality expectations, ensuring consistency across the department.
- Partner with leadership and cross-functional teams to identify opportunities for greater efficiency and continuous process improvement.
- Serve as a primary point of contact for clients, responding to questions, resolving concerns, and maintaining strong professional relationships.
- Played a key role in the development of the company’s proprietary AI-assisted quality assurance system, dedicating over 18 months to designing workflows and improving efficiency for smaller projects.
- Coordinate projects and workflow using Monday.com, Trello, and Salesforce, ensuring deadlines and quality standards are consistently met.
- Foster a collaborative, high-performance culture focused on accountability, continuous improvement, and operational excellence.
Independent Contractor – Shopper & Editor
Norton Norris
01.2006 - 01.2021
- Conducted detailed evaluations and edited reports to ensure quality, accuracy, and compliance with client standards.
- Strengthened written communication, editing, and analytical skills through reviewing thousands of reports.
- Delivered exceptional customer service while maintaining strong relationships with clients and internal teams.
- Developed proficiency in Microsoft Word, Microsoft Excel, Google Workspace, and various business software applications.
- Successfully managed multiple assignments independently while consistently meeting deadlines.
- Part-Time
Hairstylist
01.2014 - 01.2020
- Delivered exceptional customer service in a fast-paced salon environment, building long-term client relationships.
- Used strong communication and problem-solving skills to resolve client concerns and exceed expectations.
- Managed scheduling, appointments, and daily business operations while maintaining a high level of professionalism.
- Built a loyal client base through trust, consistency, and personalized service.
Education
Cosmetology Program -
Paul Mitchell School
01-2013
High School Diploma - undefined
Lincoln-Way East High School
01-2009
Skills
- Quality Assurance Management
- Team Leadership & Development
- Process Improvement
- Project Coordination
- AI Process Development
- Operational Excellence
- Quality Control
- Client Relationship Management
- Cross-Functional Collaboration
- Performance Improvement
- Training & Mentoring
- Workflow Optimization
- Mondaycom
- Trello
- Salesforce
- Microsoft Office Suite
- Google Workspace
- Analytical Problem Solving
- Written Communication
- Attention to Detail
Timeline
Quality Assurance Manager
Norton Norris
01.2021 - Current
Hairstylist
01.2014 - 01.2020
Independent Contractor – Shopper & Editor
Norton Norris
01.2006 - 01.2021
High School Diploma - undefined
Lincoln-Way East High School
Cosmetology Program -
Paul Mitchell School