Angela Lewis
Phoenix,AZ
Summary
Results-driven Quality Analyst with a strong focus on quality assurance, training development, and effective communication. Proven ability to enhance performance through strategic feedback and collaboration.
Overview
20
20
years of professional experience
Work History
Call Center Quality Analyst
Department of Economic Security
Phoenix, AZ
04.2019 - 07.2025
- Developed training materials to enhance performance and reduce error rates.
- Conducted regular audits of call recordings, identifying areas for communication techniques.
- Collaborated with management to implement quality assurance initiatives that increased overall service efficiency.
- Facilitated feedback sessions with agents, fostering a culture of continuous improvement and skill development.
- Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
Program Service Evaluator Specialist
Family Assistance
Phoenix, AZ
10.2011 - 04.2019
- Provided technical assistance in evaluating programs and services to external customers.
- Monitored compliance with state regulations and organizational guidelines for service delivery.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Updated and maintained databases with current information.
- Ensured compliance with state and federal regulations for eligibility determinations.
- Trained new staff on policies and procedures related to eligibility assessments.
- Conducted detailed interviews with applicants to determine their eligibility for assistance programs.
Human Services Specialist II
Department of Economic Security
Phoenix, AZ
08.2005 - 10.2010
- Coordinated with community resources to support client access to services.
- Developed and maintained case records in compliance with regulations.
- Monitored client progress and adjusted service plans as needed.
- Provided crisis intervention services to assist clients in managing emotional distress related to their disabilities or personal situations.
- Performed initial assessments of clients to determine eligibility for services and resources.
- Assisted clients in developing and executing independent living skills such as budgeting, meal planning, finding housing.
- Provided case management services including linking clients with community resources and providing referrals for social services.
- Assisted clients in completing eligibility applications for various programs.
- Cultivated trusting rapport with clients to build sustainable connections.
- Encouraged and motivated clients to set, plan and reach personal and professional goals.
Education
Associate of Arts - Social Work
Phoenix Community College
1500 W Thomas Rd Skills
- Quality assurance
- Attention to detail
- Constructive feedback
- Continuous improvement
- Conflict resolution
- Multitasking capacity
- Procedure analysis
- Time management
- Policy development
- Risk assessment
- Teamwork and collaboration
- Adaptability and flexibility
- Task prioritization
- Regulatory compliance
Timeline
Call Center Quality Analyst
Department of Economic Security
04.2019 - 07.2025
Program Service Evaluator Specialist
Family Assistance
10.2011 - 04.2019
Human Services Specialist II
Department of Economic Security
08.2005 - 10.2010
Associate of Arts - Social Work
Phoenix Community College