Brettche Etter
Tempe,AZ
Summary
Quality Assurance and Operations professional with 10+ years of experience supporting customer experience, claims processing, escalations management, and operational quality programs in fast-paced environments. Proven track record of driving quality improvements, leading calibration initiatives, resolving complex high-risk cases, and partnering cross-functionally to improve policy compliance and operational consistency. Recognized as a top performer with expertise in quality auditing, process improvement, stakeholder collaboration, and customer-focused problem solving.
Overview
11
11
years of professional experience
Work History
Marketplace Quality Specialist
DoorDash
Tempe, USA
02.2026 - Current
- Manage complex operational workflows and case queues while ensuring adherence to service level agreements, quality standards, and policy requirements.
- Investigate sensitive and high-risk cases requiring critical thinking, sound judgment, and detailed policy interpretation.
- Partner with cross-functional stakeholders to resolve escalations, remove operational blockers, and improve workflow efficiency.
- Maintain accurate documentation and compliance records across multiple systems to support audit readiness and operational consistency.
- Serve as a resource for teammates by providing guidance on policies, procedures, and case handling best practices.
- Balance competing priorities across multiple workstreams while maintaining productivity and quality expectations.
Global Advocate
DoorDash
09.2024 - 02.2026
- Served as a Subject Matter Expert (SME) supporting complex escalations and high-risk claims, ensuring accurate and policy-compliant resolutions.
- Partnered with Product, Operations, Quality, and Training teams to identify quality gaps, surface risk trends, and recommend process improvements.
- Investigated nuanced customer and platform issues requiring advanced problem-solving and independent decision-making.
- Helped drive operational consistency by providing guidance and support to frontline teams navigating complex cases.
- Consistently achieved Exceeds Expectations performance ratings for quality, productivity, and policy adherence.
Quality Assurance Auditor
DoorDash
08.2020 - 09.2024
- Conducted quality audits across customer support interactions to evaluate policy adherence, customer experience standards, and operational performance.
- Facilitated recurring calibration sessions for 20+ auditors, as well as internal stakeholders to improve scoring consistency and strengthen evaluation alignment.
- Supported audit quality initiatives through peer review activities, identifying scoring discrepancies and opportunities for process improvement.
- Delivered actionable feedback to agents and stakeholders that supported performance development and quality improvement efforts.
- Contributed to onboarding and training initiatives by helping standardize quality processes and evaluation frameworks.
Support Escalations Representative
DoorDash
04.2019 - 08.2020
- Managed complex customer escalations involving account access, disputes, fraud-related concerns, and platform issues.
- Applied strong analytical skills and sound judgment to resolve ambiguous cases while maintaining compliance with company policies.
- Delivered empathetic customer support in high-stakes situations while maintaining detailed documentation and case accuracy.
- Maintained performance excellence in quality, resolution effectiveness, and customer experience metrics.
Insurance Specialist
McKesson
Scottsdale, USA
03.2018 - 04.2019
- Verified patient health plan coverage, processed prior authorizations, and resolved discrepancies to ensure accurate medical claims handling.
- Maintained high levels of claims accuracy and patient satisfaction through proactive communication and thorough documentation in Salesforce and Zendesk.
Claims Processor
WageWorks
Tempe, USA
02.2015 - 03.2018
- Analyzed and processed healthcare claims per regulations and plan rules, facilitating timely reimbursement.
- Investigated and assigned complex claims, streamlining processing workflow and minimizing delays.
Skills
- Quality Control
- Quality Assurance
- Marketplace Analytics
- Data Analysis
- Data Visualization
- Reporting Tools
- Jira
- Confluence
- Google Workspace
- Microsoft Office Suite
- Customer Experience
- Vendor Management
- Persona
Websites
Accomplishments
- Promoted multiple times during a 7-year tenure at DoorDash
- Earned Exceeds Expectations performance ratings across multiple roles
- Led calibration initiatives that improved quality scoring consistency
- Supported onboarding and development efforts for new team members
Timeline
Marketplace Quality Specialist
DoorDash
02.2026 - Current
Global Advocate
DoorDash
09.2024 - 02.2026
Quality Assurance Auditor
DoorDash
08.2020 - 09.2024
Support Escalations Representative
DoorDash
04.2019 - 08.2020
Insurance Specialist
McKesson
03.2018 - 04.2019
Claims Processor
WageWorks
02.2015 - 03.2018