Michael Russum Email & Phone Number

Specialties: Creating Quality Assurance teams for outsource partners through positive re-enforcement & continuing education.

Listed skills include Quality Assurance, Training, Process Improvement, Vendor Management, and 12 others.

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  Outsourcing Quality Assurance Supervisor

  Blackhawk Engagement Solutions

  Nov 2000 - Present - Lewisville, Tx

  Rewards-based incentives company, primarily processing and fulfilling rebate submissions, fulfilling incentive programs and servicing prepaid cards.Outsource Quality Assurance SupervisorReport to the Director of Operations and senior management. Supervise the quality programs for internal operations processes and global processing partners.Assess, design, implement operational and quality assurance processes across multiple LOBs & partnerships.Maintain quality assurance, compliance reporting for Data Entry, Scanning, E-Sorting, Resubmissions, QAR Processes, New Hire Certification & Product creation.Collaborate with Technology, Account Management, Finance, & Operations staff on systemand process improvements. Manage multiple fast track projects, bringing them to completion on time and withinbudget.Resolve operational processes & client driven concerns related to quality assurance.Calibration and training calls with each of the outsource partners weekly and as neededusing multiple virtual platforms.SIGNIFICANT ACHIEVEMENTS:Green Belt Six Sigma Certified. Provided training and quality assurance processes for outsourcers in the US, China, Fiji, Philippines, India, Dominican Republic, Jamaica, Guatemala, San Salvador, Mexico, Canada, United Kingdom & Guyana enabling them to provide data entry, auditing, & back office services to achieve defined standards. Analyze data to provide feedback, implement training & other quality assurance processes for data entry, scanning , quality assurance auditors and back office support teams.Implement, supervise independent 3rd Party auditing & re-auditing processes to ensure integrity of reported data from outsource partners.Managed Knowledge application content and developed content as needed to assistoutsource partners to perform to quality standards.Product manager for application containing auditing platforms across portfolio of processes. Create and manage internal & external fraud review processes.

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  Mesquite High School