STEVEN ARRIOLA1245 W Greenhaven Ave | San Dimas, Ca. | 909-762-9710 |steven.arriola3@gmail.com | https://www.linkedin.com/in/steve-arriola-3ba9641a

Dedicated Quality Assurance Analyst with 10 years of experience in a direct compliance/ quality assurance settings and call center background. Consistently meets or exceeds goals of accuracy and department production standards. Respected builder and team leader; point of contact to managers and peers for guidance in a range of everyday activities. Lead by example from the training room to the floor ensuring that we are executing all production and projects beyond expectations.

AREAS OF EXPERTISE- Reporting and Tracking Issues

- Teambuilding & Training Peer to Peer/ Associate Developing

- Facilitator/ Host Meetings and Executive Calibration Sessions

- Microsoft Office Suites, Nice, and Aspect AQM Subject Matter Expert

EMPLOYMENT HISTORYQuality Analyst II, Gateway One Lending and Finance 7/6/2015 — PresentAnaheim, Ca.

- Top- producing QA in the fourth quarter of 2015.

- Acted as lead trainer for all new hire QA’s, training system usages and all daily duties.

- Selected to complete the QA Enforcement Review based solely on identifying regulatory violations and assessing the potential risks.

- Support peers in daily job duties and answering array of questions on audit reviews.

- Headed the launch of multiple new audit reviews helping to establish grading procedures and ensuring completion of reviews before the close of the month.

Internal Auditor, CashCall 1/7/2013 — 7/2/2015Anaheim, Ca.

- Assisted in developing an auditing schedule for the Compliance Department.

- Assigned over 40 monthly department audit reviews to ensure policy and procedures are being followed in accordance to company standards and regulatory guidelines.

- Report directly to the director of Compliance and meet monthly with the VP of Collections and Servicing to present findings.

- Reasonable for a company policy improvement further preventing Regulatory Complaint’s after one month of auditing.

Quality Assurance Supervisor, CashCallAnaheim, Ca.- Created multiple call monitoring databases for quality team and line of business.

- Created processes to track all trending and opportunities for the lines of business.

- Created an escalation process reducing the number of FDCPA violations by 50% within 15 months of launch.

- Created an audit and dispute process to track and develop associates in quality management.

- Created multiple means of reporting for the line of business and all manager meetings

- Managed and developed a team of 10 associates.

- Assisted in peer development including training department new hires in the practices and process of the Quality team.

- Monitored 400+ calls for all departments of the company monthly.

Quality Assurance Analyst, Bank of America 8/1/2010 — 1/6/2013Brea, Ca.

- Assisted in unit and local manager duties (monitoring/tracking of daily reports and trending action report items, facilitating morning huddles, working with Proficiency Coach Team to communicate updates and frequent areas of opportunities found in monitoring).

- Acted as classroom trainer for new hire Case Management Quality Analyst groups

- Created multiple quick reference guides and templates that we use to monitor associates on daily basis along with a new process to track and view available vacation time across the team.

- Monitored 300+ evaluations a month consisting of calls, cases and PS reviews.

- Named lead of the Default Servicing Customer Resolution Quality team for the fourth quarter of 2012.

- Promoted to Officer of the Bank in May 2012.

Quality Assurance Analyst, AT&T 6/1/2005 — 3/15/2010Cerritos, Ca.

- Conducted side by side coaching with 100+ representatives and provided management team with feedback to develop representatives, push first call resolution and overall customer satisfaction.

- Serve as a Lead Quality Analyst evaluating 230+ calls monthly.

- Administered calibration sessions locally and remote with 200+ management and representatives to align the west region call centers with policies and procedures.