Esmeralda Cervantes
Covina,CA
Summary
Enthusiastic Quality Assurance Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
Overview
13
13
years of professional experience
Work History
Quality Assurance Analyst
Discovery Behavioral Health
Los Alamitos, CA
06.2020 - Current
- Evaluated inbound and outbound calls for a Behavioral Health call center.
- Worked closely with training team in creating follow up training for new and existing coordinators.
- Recommended improvements to systems and procedures for increased productivity.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
Excellence Development Supervisor
HONK Technologies Inc.
Los Angeles, CA
07.2017 - 09.2019
- Evaluated inbound and outbound calls and provided feedback to management teams
- Assessed training needs, using employee surveys and interviews to gather data.
- Assisted in interview and hiring process during peak hiring times.
- Performed 1 on 1 coaching on Quality related issues.
- Trained new hires in the company’s QA form and criteria.
Quality Assurance Specialist
Diamond Resorts
Riverside, CA
08.2015 - 07.2017
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Consulted with management and personnel to educate on QA standards.
- Collaborated with management to discuss effective plans for resolving major quality problems.
SetUps Specialist
ListenUp Español
Portland, ME
01.2008 - 05.2015
- Liaison between call center and clients.
- Responsible for reviewing technical specifications for new and existing clients. Including IVR mapping, disposition lists, media forms and scripts.
- Assisted in translating scripts from English to Spanish
- Offered clients knowledgeable and supportive assistance to meet needs and build loyalty.
Education
Associate Degree in Transportation Management - Tourism And Travel Management
Academy Pacific Travel College
Los Angeles, CA11.1995
High School Diploma -
Hollywood Senior High School
Los Angeles, CA06.1990
Skills
- Best practices and methodologies
- Documentation and materials
- Mentoring and training
- Staff mentoring
- Statistical analysis
- Testing protocols
- Quality SOPs Development
- Attention to Detail
- Data Entry
- Time Management
Languages
English
Spanish
Timeline
Quality Assurance Analyst
Discovery Behavioral Health
06.2020 - Current
Excellence Development Supervisor
HONK Technologies Inc.
07.2017 - 09.2019
Quality Assurance Specialist
Diamond Resorts
08.2015 - 07.2017
SetUps Specialist
ListenUp Español
01.2008 - 05.2015
Associate Degree in Transportation Management - Tourism And Travel Management
Academy Pacific Travel College
High School Diploma -
Hollywood Senior High School