Jarrett Brown
Quality Analyst
Phoenix,AZ
Summary
Adept Quality Analyst with a proven track record at Progress Residential, enhancing operational excellence through meticulous audit processes and quality improvement initiatives. Demonstrated leadership in cross-functional team collaboration and software testing, coupled with analytical thinking and proficiency in Microsoft Excel. Achieved significant enhancements in product and service standards, underscoring a commitment to excellence and continuous improvement.
Overview
12
12
years of professional experience
Work History
Quality Analyst
Progress Residential
Scottsdale , Arizona
05.2022 - Current
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Developed and maintained quality assurance procedure documentation.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
Condo Specialist
Loandepot
Tempe, AZ
09.2020 - 05.2022
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Request, review and approve required documents needed for a condo review
- Maintain a pipeline of 30+ files
- Maintain communication between sales department, Title and Condo management company
- Led quality assurance efforts, maintaining high standards for all products and services.
- Obtained role of Condo Team Lead, oversaw the daily functions of 15+ person team
Customer Interactions Agent
Cenlar
Tempe, AZ
07.2018 - 09.2020
- Enhanced company reputation by providing exceptional customer service through active listening and effective communication.
- Supported new hires through training and mentorship, sharing expertise on company policies and procedures to improve overall team performance.
- Contributed to team success by consistently meeting or exceeding performance goals for call quality and productivity.
- Helped explain escrow shortages to clients.
- Open research tasks relating to home insurance, property taxes and mortgage payments.
- Demonstrated adaptability by learning new systems and software quickly, enabling seamless transitions during technology upgrades.
- Improved customer satisfaction by addressing and resolving customer inquiries in a timely manner.
- Educated customers about billing, payment processing and support policies and procedures.
Home Loan Processor
Bank of America Home Loans
Chandler , AZ
11.2012 - 05.2015
- Reduced processing time for loan applications with meticulous attention to detail and proactive problem solving.
- Assisted underwriting department in performing quality control audits on closed loans, identifying areas for improvement in future processes as needed.
- Mentored junior processors on best practices in file organization, regulatory compliance requirements, and effective communication within the team structure.
- Communicated with originator and applicant concerning progress of loan file.
- Identified potential issues within loan files early in the process, enabling quick resolution before delays could occur.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Managed a high volume of loan applications, prioritizing tasks to ensure timely completion according to deadlines.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
- Maintained a pipeline of 60+ files.
Education
High School Diploma -
Maricopa Community Colleges, Mesa Community College
Mesa, AZ 05.2001 -
Skills
Quality improvement
Audit processes
Quality processes
Software testing
Analytical thinking
Proficient in Microsoft Excel
Remote work
Management/ Leadership Skills
Accomplishments
- Supervised team of 15 staff members.
- Top QA performer
- Experienced in remote work
- Assigned to specialized team for private clients
- Helped manually create the QA process at my current position
- Proficient in Micrsoft Excel
Team Lead
Assigned new loans to the team daily.
First point of contact with any issues or questions.
Maintained my own pipeline of 30+ loans while aiding the team.
Took over the pipelines of agents due too illness or job changes.
Timeline
Quality Analyst
Progress Residential
05.2022 - Current
Condo Specialist
Loandepot
09.2020 - 05.2022
Customer Interactions Agent
Cenlar
07.2018 - 09.2020
Home Loan Processor
Bank of America Home Loans
11.2012 - 05.2015
High School Diploma -
Maricopa Community Colleges, Mesa Community College
05.2001 -
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