Shane Branch
Quality Assurance Analyst
- Role
- Quality Assurance Analyst at TD
- Location
- Mount Holly, NJ, US
- LinkedIn followers
- 500 followers
About Shane Branch
I believe in doing things thoroughly and with a sense of integrity.
Experience
Quality Assurance Analyst
Nov 2023 — Present · Mount Laurel, NJ, US
Review and analyze customer complaints received from regulatory agencies, customer feedback surveys, social media, and direct bank communications.Document findings accurately and ensure compliance with internal policies and external regulatory requirements.Use TD Bank’s proprietary systems, including Retail Salesforce, to track, manage, and report on complaints and quality issues.Identify patterns, trends, or systemic issues within complaint data that may indicate larger operational or service delivery concerns.Collaborate with internal teams to escalate issues and support root cause analysis when necessary.Maintain up-to-date knowledge of bank policies, products, and applicable regulatory frameworks.Provide input to enhance complaint handling procedures and customer experience metrics.
Education
Rowan University
Bachelor's degree, Mathematics Teacher Education
2008 — 2011
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