Andrew Williams
Senior QA Analyst
Charlotte,NC
Summary
Senior Quality Assurance Analyst with a proven track record in driving process improvements and achieving exceptional QA accuracy. Expertise in training teams on quality standards and fostering interdepartmental collaboration to boost performance. Demonstrated ability to enhance operational efficiency through strategic quality initiatives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Quality Assurance Analyst
GoHealth
Charlotte, NC
09.2019 - Current
- Collaborated with cross-functional teams and carrier partners to eliminate quality inefficiencies.
- Trained QA Analysts and Sales Agents on QA standards for Life Insurance and Medicare calls.
- Audited QA Analysts to verify accuracy of QA scores for Licensed Sales Agents.
- Reviewed disputed QA scores, providing final determinations on assessments.
- Led calibration meetings with QA Analysts to ensure consistent metric scoring.
- Coached QA Analysts and Sales Agent teams, driving improvements in QA scores.
Sales Manager
Red Ventures
Charlotte, North Carolina
05.2018 - 07.2019
- Achieved monthly sales targets through strategic planning and effective team leadership.
- Conducted performance reviews to enhance accountability and drive improvement.
- Facilitated meetings to promote best practices and foster team collaboration.
- Performed consultations, educating clients on products and services offered.
- Trained and mentored junior sales personnel to ensure role success.
Fraud Detection Analyst
BB&T
Charlotte, North Carolina
09.2015 - 01.2018
- Analyzed transaction data to uncover fraud patterns and assess associated risks.
- Collaborated with cross-functional teams to strengthen fraud detection strategies.
- Investigated suspicious account activities utilizing advanced monitoring tools.
- Documented findings and recommendations for internal reports and reviews.
- Conducted comprehensive reviews of flagged transactions to verify legitimacy.
- Maintained current knowledge of industry trends and regulatory requirements.
- Coordinated with compliance, legal, and operations teams to ensure adherence to anti-fraud regulations.
Education
Bachelor of Arts - Mathematics
University of North Carolina At Charlotte
Charlotte, NCAssociate of Science - Mathematical Sciences
AB Technical Community College
Asheville, NCSkills
- Quality assurance and compliance
- Data analysis and performance auditing
- Process improvement strategies
- Cross-functional collaboration
- Team leadership and coaching
- Effective communication skills
- Problem solving and risk assessment
- Attention to detail in monitoring
- Training development and mentoring
Certification
NC Accident and Health
Accomplishments
2025 Q3 iCARE Collaboration Award Winner
Timeline
Senior Quality Assurance Analyst
GoHealth
09.2019 - Current
Sales Manager
Red Ventures
05.2018 - 07.2019
Fraud Detection Analyst
BB&T
09.2015 - 01.2018
Bachelor of Arts - Mathematics
University of North Carolina At Charlotte
Associate of Science - Mathematical Sciences
AB Technical Community College