Ruben Quintana
Riverside
Summary
Quality Assurance professional with comprehensive experience in ensuring product quality and compliance with industry standards. Demonstrates strong analytical skills and methodical approach to identifying and resolving issues. Adept at collaborating with cross-functional teams to achieve optimal results and adapt to evolving project needs. Highly reliable with expertise in data analysis, process improvement, and risk management.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Alliant Credit Union
11.2022 - Current
- Mentor and coached team members on QA topics and strategies.
- Participate in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Support company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Quality Assurance Specialist
KEMPER INSURANCE
06.2018 - 11.2022
- Provides support across the organization by conducting call monitoring and gathering data and analyzing different business units' strengths and weaknesses to improve and automate processes
- Evaluate accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors
- Create reports on quality verification activity outcomes, presenting findings to decision-makers and recommending solutions
- Quality and continuous improvement built into team culture
- Work extensively in development of reports and gathering data to automate processes efficiently
- Listen and monitor inbound and outbound calls for different business units to ensure that agents are meeting company standards with guidelines provided.
- Assessed additional needs based on training progress and collaborate with management to meet all requirements
- Analyze requirements, write test cases, and create test data in UAT software environment
- Educated employees on specific QA standards and confirmed maintenance of standards
- Proved successful working within tight deadlines and fast-paced atmosphere
Claims Specialist
American Access Casualty Company
03.2013 - 06.2018
- Played integral role for claims and underwriting department by using cross functional knowledge of both processes for each department
- Interviewed policyholders to verify information and obtain additional details
- Worked effectively in fast-moving work environment to process large volumes of personal auto claims
- Followed up with customers on unresolved issues
- Established positive and trusting relationships with injured clients, administering efficient customer service and processing claims quickly
- Prepared insurance claim forms or related documents and reviewed for completeness
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Educated customers on company systems, form completion, and access to services
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
Bachelor of Science - Business Management
University of Illinois At Chicago
Chicago, ILSkills
- Critical Thinking
- Data Analysis
- Relationship Building
- Quality Assurance
- Process Creation
- Project Management
- P > Microsoft Office
- Regulatory compliance adherence
- Collaboration skills
- Testing documentation
Certification
Property & Casualty Insurance License
Languages
Spanish
English
Timeline
Quality Assurance Analyst
Alliant Credit Union
11.2022 - Current
Quality Assurance Specialist
KEMPER INSURANCE
06.2018 - 11.2022
Claims Specialist
American Access Casualty Company
03.2013 - 06.2018
Bachelor of Science - Business Management
University of Illinois At Chicago
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