Kristen Thurber
Edmonton,Canada
Summary
Senior Quality Analyst with expertise in analyzing key performance indicators to identify training needs and improve team performance. Skilled in developing detailed reports to present trends and actionable insights to senior management. Collaborates with team leads to redesign workflows, enhancing productivity and efficiency. Strong analytical thinking and problem-solving skills, with a focus on compliance monitoring and call quality assessment. Provides ongoing mentorship and training to new hires and existing team members.
Overview
10
10
years of professional experience
Work History
Senior Quality Analyst
Cancap Management - Auto Capital Canada
02.2021 - Current
- Evaluated customer service interactions to ensure adherence to policies and regulatory standards
- Analyzed key performance indicators to identify training needs and improve team performance
- Developed detailed reports to present trends and actionable insights to senior management
- Collaborated with team leads to redesign workflows, and enhance productivity
Repayment Services Specialist
Go Auto Finance
Edmonton, AB
12.2019 - 02.2021
- Provided customer service to clients by answering inquiries, resolving problems and providing product information.
- Proactively contacted customers to ensure timely payments and resolve potential issues early
- Identified customer needs and provided appropriate solutions to meet their requirements.
Collections Specialist
Metropolitan Credit Adjusters
Edmonton, AB
01.2017 - 12.2019
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
- Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors
Education
BA - Business Administration
University of New Brunswick
Fredericton, NBSkills
- Analytical Thinking
- Attention to Detail
- Strong Communication
- Process Improvement
- Problem-Solving
- Data Analysis
- Customer Service
- Compliance Monitoring
- Mentorship and Training
- Call Quality Assessment
- Conflict Resolution
- Performance Optimization
Timeline
Senior Quality Analyst
Cancap Management - Auto Capital Canada
02.2021 - Current
Repayment Services Specialist
Go Auto Finance
12.2019 - 02.2021
Collections Specialist
Metropolitan Credit Adjusters
01.2017 - 12.2019
BA - Business Administration
University of New Brunswick
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