Auditing calls and emails for a fintech process. Monitored completed work and provided feedback to improve team member performance. Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas. Maintained quality assurance procedure documentation. Contributed to business growth by confirming customer satisfaction with service and quality. Reviewed and analyzed customer feedback to identify areas of improvement in product quality. Conducted root cause analysis to investigate the source of problems in production process. Conducted market research to identify trends and customer needs.