Quality & Training Specialist

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English
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About me

My goal is to make a substantial difference within a collaborative and inclusive organization that will provide opportunity to proactively apply extensive educational background knowledge in Psychology and Human Resource Management. I bring eleven years experience in customer service, business, and 6 years in quality & training development. My goal-oriented mentality fuels my motivation and passion for continuous learning and development in individual and professional goals, skills, and attributes. My passion extends in applying my knowledge and skills in emotional intelligence, flexible adaptability, cross-functional collaboration, and analytical problem solving.


Professional area



Education

November 2023 Masters of Science in Human Resource Management @ Southern New Hampshire University
November 2021 Bachelors of Art in Psychology @ Southern New Hampshire University

Experience

October 2020 - Current Quality Assurance Specialist II @ Centene Corporation

Quality Assurance Specialist II
 Conduct call monitoring & Auditor evaluations against quality scorecards, and provide feedback & coaching recommendations to improve customer experience  Compile calls & information for facilitating internal & external partner calibrations to identify ways to improve and promote quality aligned scoring accuracy  Contribution to creating call center quality processes & procedure recommendations for enhancements to training materials as needed to enhance customer experience  Provide concise written analysis of the interaction along with feedback & coaching recommendations to improve the customer service representative’s performance  Recognized by senior leadership for initiating and delivering innovative quality assurance improvements to enhance best practices and subject matter expertise  Contributed by identifying areas for process improvement within standard operating procedures and guidelines, increasing efficiency and enabled richer collaboration among peers and customer experience  Established trust among peers as a go-to resource and mentor for QA questions, industry knowledge, and company standard operating procedures and guidelines
Customer Advocate I
 Organized member responses to inquiries from members/providers within established timeframes, and resolved member issues first call resolution
 Leveraging reference materials regarding benefits, authorizations, transportation, medications, provider searches and other health plan member inquiries
 Exceeded performance and quality standards based on established call center metrics including

Nov 2014 – June 2016, May 2018 – Feb 2020 Data Integrity Specialist @ SWBC

Data Integrity Specialist
 Performed quality checks and audits of inbound & outbound calls including manual updates, to ensure adherence to policies, procedures and high level of customer experience and accuracy
 Identified trends related to incoming & outgoing calls including manual updates, which provided data analysis towards policy or process improvements to support improved customer service, quality improvement, first call resolution and including feedback on quality reviews to call center employees and management


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