Aliyah Smith
Tampa,FL
Summary
Successful remote Quality Assurance Analyst with industrious nature. Well-rounded team player with dynamic written and verbal communication skills. Performance-driven with proficient Microsoft experience.
Overview
3
3
years of professional experience
Work History
Quality Assurance Analyst
AssistRx
11.2023 - Current
- Followed quality assurance policies and procedures to verify work of production team.
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
- Attended calibrations with clients to develop goals for production.
- Ensured HIPAA and compliance regulations were met on live inbound and outbound phone calls.
- Maintained quality procedures and work instructions for agent improvement agendas.
- Participated in projects to assist overall quality of patient specific needs.
Quality Assurance Specialist
EHealth Insurance
07.2023 - 11.2023
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Implemented internal auditing practices to create standards and statutory obligation compliance reports
- Assisted with initiatives to present to Sales Operations
- Attended weekly calibrations to ensure accuracy on audits
- Provided coaching to Sales Operation supervisors
- Worked with team members to create efficient workflows, resulting in high productivity.
- Developed corrective and preventive action plans to resolve non-compliance issues.
Quality Assurance Specialist
Truepill
11.2021 - 10.2022
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Audited customer account information to identify issues and develop solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Trained new employees on procedures and policies to maximize team performance.
Call Center Quality Control Agent
PolicyScout
01.2021 - 11.2021
- Responsible for monitoring and analyzing overall quality of both inbound and outbound telephone calls.
- Met daily call evaluation goals.
- Documents quality issues and performance measures for management review.
- Ensure employees are giving our customers accurate information in courteous and professional manner
- Ensure employees are compliant with all regulatory guidelines.
- Provide feedback to call center managers by providing call recordings and detailed information via email.
- Provide timely and efficient feedback on call quality
Education
High School Diploma -
Sickles High School
Tampa2017
Skills
- Customer Service
- Performance assessment
- Microsoft Excel
- Collaboration skills
- Varent
- Cisco
- Genesys
- TalkDesk
- Salesforce
- Five9
Timeline
Quality Assurance Analyst
AssistRx
11.2023 - Current
Quality Assurance Specialist
EHealth Insurance
07.2023 - 11.2023
Quality Assurance Specialist
Truepill
11.2021 - 10.2022
Call Center Quality Control Agent
PolicyScout
01.2021 - 11.2021
High School Diploma -
Sickles High School
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