Kristina Schneider
Surprise
Summary
Motivated Quality Assurance (QA) Team Lead with strong oral and written communication skills. Expertise in auditing, testing, trend identification, and policy development for business improvement. Possesses analytical, communication, and teamwork skills, with the ability to adapt quickly to new environments. Eager to contribute to team success and enhance professional skills. Technology professional with diverse experience in enhancing systems and aligning technical solutions with business objectives. Proven track record of leading projects from start to finish and contributing to organizational growth. Positive attitude and commitment to continuous learning and growth.
Overview
10
10
years of professional experience
Work History
Senior Quality Assurance Team Lead
GrubHub
08.2023 - Current
- Managing a small team of Quality Analysts (QAs) tasked with monitoring and evaluating Business Partner Outsourcer (BPO) quality submissions.
- Utilizing Tableau to analyze data and drive improvements in customer experience and cost efficiency.
- Established new and improved QA processes by developing test processes, test cases and assigning and executing tests.
- Used SQL to validate test results and recommend corrective actions.
- Supported development of materials, aids and curriculum to direct staff in procedures and operations.
- Recommended software solutions such as automated test tools or improved test processes to meet business strategies.
- Adapted procedures to mitigate issues and improve deficiencies.
- Contributed to root cause analysis to determine core reason for failures and errors.
- Conducted research to identify and evaluate new technologies and concepts.
- Collaborating with Training to enhance contact handling efficiency.
- Ensuring alignment on performance standards with BPO Quality teams through continuous facilitation of calibration sessions, Q&A discussions, and feedback.
- Conducting root cause analysis to identify knowledge gaps and addressing them through continuous communication and the development or refinement of Knowledge Base Articles (KBAs).
- Collaborating with Training on initiatives and practices to enhance skills and develop talent.
- Identifying opportunities and driving the implementation of AI solutions to automate basic quality processes.
- Conducting and overseeing audits to identify partner trends affecting the department, and creating an analysis from the audit to present to high-level stakeholders.
- Preparing weekly and quarterly QA readout reports and facilitating sessions to review results.
- Traveling to BPO locations to deliver on-site quality training to the Quality team and assess performance.
- Leading the appeal submissions process and reviewing all submissions.
- Managing corporate escalations.
- Creating and implementing new scorecards focused on customer experience and ensuring proper resolution.
- Conducting weekly 1:1 and coaching sessions with my direct reports.
- Monitoring the completion of workloads by my team.
- Communicating with stakeholders to report on quality issues and performance metrics.
- Oversee the Customer and Fraud QA Business Verticals.
Senior Quality Assurance Analyst
GrubHub
10.2016 - 08.2023
- Conduct weekly audits of Quality submissions by the Business Partner Outsourcer (BPO) to identify weak areas and identify problematic issues while promoting corrective methods.
- Assign BPO audits to our Quality Analysts (QA).
- Providing coaching, feedback, and mentoring to junior QA team members.
- Developed the Quality appeal system that enables the BPO to contest partner audits conducted by our team.
- Ensuring alignment on performance standards with BPO Quality teams through continuous facilitation of calibration sessions, Q&A discussions, and feedback.
- Onboarded the quality teams for our new BPOs in Driver Care and Diner Escalation.
- Traveling to BPO locations to deliver on-site quality training to the Quality team and assess performance.
- Conducting and overseeing audits to identify partner trends affecting the department, and creating an analysis from the audit to present to high-level stakeholders.
- Worked alongside our product and process improvement team to build out our guided agent workflows within Zendesk.
Customer Care Specialist
Eat24
10.2015 - 10.2016
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Responded to customer inquiries via phone, email, and web-based platforms.
- Verified the accuracy of customer account information and updated it when necessary.
- Requested escalation for unresolved issues.
- Communicated with customers to identify needs and expectations.
Education
Graphic Design
County College of Morris
Randolph Township, NJ05.2012
Skills
- Proficient in QA methodologies and tools
- Analytical skills for quality issue identification
- Root cause analysis expertise
- Team leadership in quality assurance
- Effective communication with cross-functional teams
- Training junior team members
- Expertise in data analysis tools
- Strong written and verbal communication
- Effective organizational skills
- Deadline-oriented under pressure
- Meticulous attention to detail
- Test script writing
- Security testing
- Test case development
- Value stream mapping
- CRM software
WEBSITE, PORTFOLIO, PROFILES
https://www.linkedin.com/in/kristina-schneider-815b14155/
Timeline
Senior Quality Assurance Team Lead
GrubHub
08.2023 - Current
Senior Quality Assurance Analyst
GrubHub
10.2016 - 08.2023
Customer Care Specialist
Eat24
10.2015 - 10.2016
Graphic Design
County College of Morris
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