Alesia Austill
Quality Assurance Manager
Punta Gorda,FL
Summary
Accomplished Quality Assurance Manager with a proven track record at OptiCall Inc., enhancing service quality and team performance through comprehensive QA processes and employee training. Skilled in internal audits and fostering a culture of continuous improvement, achieving measurable advancements in quality management. Demonstrates exceptional policy reinforcement and relationship-building abilities, ensuring adherence to regulatory standards and a customer-focused approach.
Overview
13
13
years of professional experience
Work History
Quality Assurance Manager
OptiCall Inc.
02.2019 - Current
- Carried out regular audits to validate adherence to protocols, preserving company-wide consistency.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Recorded, analyzed, and distributed statistical information.
- Championed continuous improvement initiatives, consistently seeking ways to optimize operations for better results with a customer-focused mindset
Certified Nursing Assistant
Woodruff County Health Center
10.2016 - 01.2019
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Built rapport with patients and families, providing emotional support during difficult times.
Patient Service Representative
OptiCall Inc
07.2012 - 08.2016
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust with clients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used multiple EMR applications to schedule appointments, and enter patient demographic and insurance data.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
Education
Bachelor Of Applied Arts - Human Services
Southern New Hampshire University
Hooksett, NH04.2021
Skills
- Internal audits
- Continuous improvement
- Quality assurance management
- Employee training & relationship building
- Policy reinforcement
Timeline
Quality Assurance Manager
OptiCall Inc.
02.2019 - Current
Certified Nursing Assistant
Woodruff County Health Center
10.2016 - 01.2019
Patient Service Representative
OptiCall Inc
07.2012 - 08.2016
Bachelor Of Applied Arts - Human Services
Southern New Hampshire University
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