Ellie Schmitt
Joplin
Summary
Dynamic Quality Assurance Analyst with a proven track record at Teleperformance USA, excelling in quality processes and data analysis. Adept at mentoring teams, fostering professional growth, and ensuring compliance with industry standards. Recognized for enhancing team productivity and resolving conflicts with empathy, driving customer loyalty and satisfaction.
Overview
16
16
years of professional experience
Work History
Quality Assurance Analyst
Teleperformance USA
04.2023 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated 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.
Trainer
Teleperformance USA
02.2022 - 01.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Supervisor
Teleperformance USA
01.2014 - 01.2022
- Mentored and coached team members on QA topics and strategies.
- Participated 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.
Customer Service Representative
Teleperformance USA
02.2009 - 07.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Capitol High
Online2000
Skills
- Quality assurance
- Quality processes
- Data analysis
- Mentoring and training
Timeline
Quality Assurance Analyst
Teleperformance USA
04.2023 - Current
Trainer
Teleperformance USA
02.2022 - 01.2023
Supervisor
Teleperformance USA
01.2014 - 01.2022
Customer Service Representative
Teleperformance USA
02.2009 - 07.2014
Capitol High
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