Maricris Malbasias

Results-driven Public Records Research Specialist, Lien Search Analyst, Team Lead, Quality Assurance Analyst, and Subject Matter Expert (SME) with experience leading high-volume research operations, driving quality performance, and supporting compliance-focused client delivery. Proven success improving operational efficiency through metrics management, monthly scoring, SLA reporting, knowledge base ownership, process improvement, and team leadership. Experienced conducting complex public records and lien research while supporting escalations, client scorecards, and continuous improvement initiatives in fast-paced remote environments.

Team Lead | Quality Assurance Analyst | Subject Matter Expert (SME) - FENESTRA VIRTUAL SOLUTIONS

(2020-11)

Leadership, Quality & Operational Impact

• Lead a team performing high-volume public records, UCC, tax lien, judgment, and court record research, supporting accuracy, compliance, and turnaround performance across client portfolios.
• Serve as Subject Matter Expert (SME) for complex research scenarios, search methodology interpretation, escalations, and client-specific requirements, improving consistency and reducing compliance risk.
• Partner with leadership and clients in calibration sessions to align reporting standards, resolve discrepancies, and strengthen quality consistency.
• Drive quality performance through audits, trend analysis, and targeted coaching that improved accuracy and reduced recurring defects.
• Monitor and manage team metrics, productivity KPIs, quality scorecards, and turnaround performance, using performance data to drive accountability and continuous improvement.
• Own and support monthly scoring and performance reviews, evaluating productivity, quality, and compliance metrics and recommending actions that strengthened team performance.
• Track and report client scorecards and SLA metrics, supporting service-level compliance, proactive risk identification, and consistent client delivery.
• Support recurring performance reporting through scorecard analysis, root cause identification, and corrective action planning.
• Created, owned, and maintained a centralized knowledge base of SOPs, search guidelines, client requirements, and process updates that improved standardization and operational consistency.
• Served as Knowledge Base Owner, ensuring documentation remained current and aligned with evolving client and operational requirements.
• Led knowledge management initiatives that improved onboarding readiness, reduced escalations, and strengthened team self-sufficiency.
• Identified workflow gaps and implemented process improvements that increased efficiency and reduced rework.
• Mentor and develop team members through coaching, training, and real-time support to strengthen productivity and subject matter expertise.
• Support daily production oversight, balancing service delivery, quality control, escalations, and team performance.
• Supported achievement of 99% quality accuracy while meeting productivity and SLA targets.
• Improved team scorecard performance through metrics-driven coaching and monthly scoring oversight.
• Reduced escalations/rework through process improvements and knowledge management.
• Built and maintained a knowledge base supporting 50 team members.

Public Records Research Specialist | Lien Search Analyst - FENESTRA VIRTUAL SOLUTIONS

(2020-11)

Progressive responsibilities within same company

• Conduct complex UCC, tax lien, judgment, litigation, and public records searches using Secretary of State portals, court systems, and legal databases.
• Analyze and validate search findings to determine reportable results, ensuring compliance, accuracy, and client-ready reporting.
• Process high-volume lien and entity search while consistently meeting productivity and turnaround standards.
• Support fulfillment of legal documentation requests, including Certificates of Good Standing, Certified Charters, and entity verification documents.
• Review and interpret complex records, resolve discrepancies, and support exception handling for sensitive or escalated cases.
• Contribute to quality assurance through audit support, defect identification, and continuous improvement initiatives.
• Maintained strong productivity and quality performance in high-volume research operations.
• Supported compliance-focused reporting with minimal rework and consistent turnaround delivery.

Bachelor of Science - Information Technology - Eastern Visayas State University (2019 - 2020)