Quality Assurance | Technical Support | Data Accuracy

Ashley Gordon | Quality Assurance & Support Professional

Detail-oriented quality assurance and customer support professional with experience in technical troubleshooting, workflow improvement, and data accuracy. Background in Sociology with hands-on experience using SQL, Excel, and QA processes to support efficient and reliable operations.

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About

A research-driven approach to support, QA, and data accuracy.

Ashley Gordon is a quality assurance and customer support professional with over five years of experience working in fast-paced remote environments. Her work has focused on technical troubleshooting, quality review, workflow improvement, and maintaining high standards of accuracy across customer-facing operations.

With a Bachelor's degree in Sociology from Florida State University, Ashley developed a strong foundation in research, communication, and pattern analysis. That background continues to shape her approach to quality assurance and operational problem solving.

Alongside experience in customer support and QA, Ashley has developed technical skills in SQL, Excel, HTML, and CSS. She is especially interested in how data and process improvement can support better customer experiences, stronger workflows, and more consistent results.

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Tech / Data Path

Experience with SQL, Excel, data review, and QA processes focused on accuracy and consistency.

Ops / Client Success Path

Strong communication skills with experience in technical support, escalation handling, and customer-focused problem solving.

Evidence

Projects focused on quality, data accuracy, and process improvement.

These projects highlight technical troubleshooting, quality assurance, workflow analysis, and data-focused problem solving using tools like SQL, Excel, and documentation review.

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SQL Data Review

SQL Data Review Project

Used SQL queries to review structured datasets, identify inconsistencies, and check for missing or duplicate information.

Tools
SQL, Excel, validation checks
Outcome
Flagged records that needed cleanup or follow-up and supported more consistent data review.
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Workflow & QA Review

Workflow & QA Review

Reviewed recurring workflow issues and identified areas where clearer documentation and review processes could improve consistency.

Tools
QA rubrics, documentation review, process notes
Outcome
Turned repeated patterns into practical recommendations for review consistency and efficiency.
Laptop with analytical charts on screen

Support Analysis

Customer Support Issue Analysis

Investigated common customer issues and tracked repeated troubleshooting patterns to improve support efficiency.

Tools
Support workflows, issue notes, escalation logic
Outcome
Improved visibility into repeated support issues and helped prioritize clearer troubleshooting steps.
Professional laptop workstation with organized documents

Research Analysis

Sociology Research & Pattern Analysis

Applied sociology research principles to analyze behavioral patterns, communication trends, and structured information.

Tools
Research analysis, pattern recognition, documentation
Outcome
Connected people-centered research habits with practical QA and support problem solving.

Experience

Experience across customer support, quality assurance, and remote operations.

Experience supporting customers, reviewing work for accuracy, solving technical issues, and improving workflows in fast-paced remote environments.

Current

Freelance QA & Data Support Specialist | Self-Employed (FIE)

  • Provide freelance QA, data review, and technical support services for remote clients and data-focused projects.
  • Manage end-to-end business operations, including financial reporting, tax compliance, and client contract management within the Estonian regulatory environment.
  • Execute detail-oriented data validation tasks, checking structured information for consistency, accuracy, and completeness.

October 2024 - Present

Quality Assurance Specialist | Invisible

  • Perform rigorous auditing of client documents and agent interactions to ensure strict adherence to accuracy and compliance requirements.
  • Monitor audit results and identify repeated process gaps, communicating findings to project leads to mitigate operational risks.
  • Optimize QA tools, including rubrics and templates, to increase review consistency and workflow efficiency.
  • Serve as the final quality gatekeeper for client-facing materials, supporting zero-error delivery.

May 2019 - July 2023

Technical Support Specialist | OneSupport

  • Provided high-level technical troubleshooting via chat, email, and phone, maintaining a 95% customer satisfaction rating.
  • Diagnosed and resolved complex software issues, performing deep-dive investigations before escalating critical bugs to engineering teams.
  • Analyzed workflow patterns to recommend process improvements, directly boosting team efficiency and performance.
  • Facilitated onboarding and training for new team members, focusing on technical tool proficiency and service best practices.

Capabilities

A skill set designed for accuracy, clarity, and trust.

Analytical

Data Accuracy Attention to Detail Pattern Recognition Problem Solving Research Analysis

Technical

SQL Excel HTML/CSS Zendesk SaaS Platforms Documentation Review

Professional

Customer Support Escalation Handling Communication Cross-functional Collaboration Conflict Resolution Remote Teamwork