CARLA R.

WARD

623.826.9254| CRWard45@gmail.com
Surprise, AZ 85379 | Linkedin.com/in/CarlaRWard

QUALITY ASSURANCE SPECIALIST

Process Auditing Regulatory Compliance Business Analysis Training
QA professional with tendency for identifying process improvements and quickly / ethically bringing operation systems into compliance
with strict regulations. Adaptable to changing priorities and fast-paced, multitasking-heavy environments with a reputation for accelerating
audit readiness; testing and validating usable business-operation workflows, and delivering 99-100%, accurate and high quality, audits.
Process Gap Analysis
Workflow Planning
Risk Assessment / Avoidance

Quality Test Plan Development

Business / Customer Communications
Merger & Acquisition System Integration

Training / Course Facilitation

Call Monitoring Software (Nice)
Strategic Process Improvement

EXPERIENCE
Prosper Marketplace | Phoenix, AZ
(20152016)
Progressed through quality control and lending experience, engaged in process updates and creating prime opportunities to minimize
business risks. Carla has a strong work ethic, One of Carlas greatest strengths is her critical thinking and analytical approach to her
job.
Quality Analyst |Unsecured Loan Origination (July 2015-Current)
Mitigate risks, identify fraudulent documents and prospective customers. Monitored calls, transactional functions, assessed data,
and identified trends.
Evaluate new loans and identify areas of opportunity for improvement for verification specialist and procedure updates.
Identify gaps in process for compliance and regulatory requirements.
Kept pace with changing quality standards review accuracy of 270 to 300 new loans monthly.
JP MORGAN CHASE BANK (Formerly Bank One) | Phoenix, AZ

(19962015)

Quality Analyst | Auto Finance and Student Loan Divisions (July 2011May 2015)
Mitigated risks to bank and customers. Monitored calls, transactional functions, reviewed and revised process documents,
developed test scripts, assessed data, identified trends, and presented pivotal data to business P&L centers with 99% accuracy.
Evaluated collections protocols and key business metrics to flag potential risks and implement necessary process updates.
Brought critical processes into alignment with OCC audit standards; hand picked based on audit expertise with state laws,
internal policies, CFPB (Consumer Financial Protection Bureau), and UDAAP. Rated 7% above peers for overall performance.
Kept pace with changing quality standards and sifted through data from 300-500 accounts monthly.
Re-engineered testing tools and departmental workflows during remediation of 10-20,000 customer files with outstanding
credit balances. Assessed ownership of balances, tested disposition protocols and decisively automated actions.
Sr. Training Specialist | Consumer Lending and New Hire Orientation (August 2004July 2011)
Retained customers and avoided non-compliance risks by validating product offerings with customer needs, through end-to-end
process training for retail branches. Taught sales, soft skills, account servicing, consumer lending and new-hire orientation.
Demonstrated detail-rich protocols through role-play and real life walkthroughs, for over 600 students per year, requiring
strong verbal and written communication skills.
Boosted personal banker performance by coordinating training plans in conjunction with one-on-one coaching.
Earned 99% positive survey feedback; kept participants engaged through fun illustrations and examples.
Tested and trained new system following three bank mergers; traveled frequently and re-programmed integrated employees.
Training Coordinator | National Bankruptcy and Recovery (September 1999August 2004)
Accepted newly established position, created after seven months to leverage vast system-level expertise to improve call center.
Worked with SMEs to design comprehensive lesson plans and job aids.
Provided technical training to business lines for 10 mainframe systems covering soft skills, compliance, sales, and collections.
Updated training material to keep on par with changing internal policies and regulatory practices.
Rolled out Law Com system, with GUI interface to mainframe, consolidated from three systems, and trained 100 employees.

Carla R. Ward | Quality Assurance Specialist

623.826.9254 | Page 2

EDUCATION & PROFESSIONAL DEVELOPMENT

A.S. in Business Administration | Mesa Community, Mesa, AZ (some coursework completed)
Training Courses | Cyber Security, FACT Act Identity Theft Awareness, Military Account Management, Sworn Document Training,
Process Enhancements, Sales and Service, Consumer Privacy, Anti-Money Laundering, Fair Lending, Identifying Suspicious Activity, ADA