Aliyah Smith
Summary
Results-driven Quality Assurance Specialist with a proven track record at AssistRx, skilled in performance assessment and effective interpersonal communication. Successfully implemented internal auditing practices, enhancing compliance and customer satisfaction. Proficient in Salesforce and Microsoft Excel, I excel in collaborative environments, driving continuous improvement and fostering team success.
Overview
4
4
years of professional experience
Work History
Quality Assurance Specialist
AssistRx
Tampa, FL
11.2023 - Current
- Performed routine internal audits to uncover non-compliant issues.
- Evaluated inspection results data to identify trends.
- Engaged in calibration sessions targeting client-specific programs.
- Collaborated with cross-functional teams across the organization to ensure adherence to quality objectives.
- Performed thorough assessments to evaluate suppliers' compliance.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Guided team members through adherence to quality assurance protocols.
- Identified performance trends to conduct gap analysis, contributing to learning solutions and support.
Quality Assurance Analyst
Ehealth Insurance
Tampa, FL
07.2023 - 12.2023
- Utilized quality systems to assess team and individual achievements.
- Trained and led staff on proper QA standards.
- 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.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Maintained a self-study program to enhance QA knowledge and skills.
- Developed corrective and preventive action plans to resolve noncompliance issues.
- Participated in calibrations with Sales Ops.
- Ensured that agents adhered to Medicare expectations.
- Provided coaching to Sales Ops supervisors.
Quality Assurance Specialist
Truepill
Tampa, FL
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.
- Addressed and defused customer complaints with consistent professionalism.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Audited customer account information to identify issues and develop solutions.
- Communicated critical customer concerns to management for immediate attention.
- Trained new employees on procedures and policies to maximize team performance.
Quality Assurance Specialist
PolicyScout
Tampa, FL
01.2021 - 11.2021
- Outlined remediation plans to standardize results to meet compliance regulations.
- Maintained accurate records of quality reports, statistical reviews, and relevant documentation.
- Prepared and presented detailed reports on quality metrics, trends, and improvement initiatives to management.
- Consistently reviewed performance metrics for all call directions.
- Facilitated employee adherence to protocols when communicating life insurance details.
Education
Sickles High School
2017
Skills
- Effective interpersonal communication
- Collaborative team member
- Proficient with Microsoft Word, e-mail systems, and all forms of Social Media
- Able to use a point-of-sale system
- Client support expertise
- Performance assessment
- Genesys
- TalkDesk
- Salesforce
- Five9
- NICE
- Verint
References
References available upon request.
Timeline
Quality Assurance Specialist
AssistRx
11.2023 - Current
Quality Assurance Analyst
Ehealth Insurance
07.2023 - 12.2023
Quality Assurance Specialist
Truepill
11.2021 - 10.2022
Quality Assurance Specialist
PolicyScout
01.2021 - 11.2021
Sickles High School
Similar Profiles
Elisa NievesElisa Nieves
Pharmacy Technician at AssistRxPharmacy Technician at AssistRx
Maisy McIntoshMaisy McIntosh
Patient Access Specialist at AssistRxPatient Access Specialist at AssistRx
Trashell WashingtonTrashell Washington
Patient Access Specialist at AssistRxPatient Access Specialist at AssistRx
Kiara WilliamsKiara Williams
Problem Resolution Specialist/Quality Assurance Specialist at Allianz Worldwide PartnersProblem Resolution Specialist/Quality Assurance Specialist at Allianz Worldwide Partners
ABHISHEK SABHISHEK S
Quality Assurance Specialist and Campaign Specialist at VersatiletechQuality Assurance Specialist and Campaign Specialist at Versatiletech