DAAIYAH HAKIM
Easton,PA
Summary
Quality Analyst experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
27
27
years of professional experience
Work History
Contact Center Quality Analyst
Hackensack Meridian Health
Edison, NJ
04.2024 - Current
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Analyzed quality and performance data to support operational decision-making.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Used Software to create presentations, flowcharts and graphs detailing data analysis results.
- Participated in departmental meetings to establish short- and long-term strategy.
Team Lead
Independence Blue Cross
Philadelphia, PA
07.2023 - 04.2024
- Provide direct support for 19 Medigap & Medicare Advantage agents via floor support, phone, Teams chat, email, and video interactions
- Communicates, implements, and interprets corporate and departmental policies and procedures
- Provides team members with ongoing feedback on performance for achievement of all benchmarks
- Call monitoring of agents
- Support the Escalation Line to handle supervisor calls, answer inquiries, research, and follow through with members
- Side by side coaching and monitoring to focus on AHT issues, adherence and MTM errors.
Senior/Lead Quality Auditor
Horizon Blue Cross Blue Shield of NJ
08.1997 - 07.2023
- Reviewed a uniform sampling of telephone calls, claims and consumer small group enrollment applications for accuracy
- Monitored telephone calls for accuracy taken by Member Service and Provider Service Representatives who answer calls for the following health plan products Medicare Advantage, HMO, EPO, POS, PPO and HCR (Health Care Reform)
- Supervised 5 quality auditors provided direct support, coaching, training, performance evaluations and disciplinary actions
- Identified and reported deficiencies to individuals and business Team Leads with recommendations for appropriate corrective measures
- Customized corrective training program and conducted one-on-one group process improvement seminars
- Performs operational monitoring and corrective action plans testing to identify and help address areas of noncompliance with CMS
- Analyzed call trends and identified agent and call center training opportunities and provided recommendations to management
- Participated in the implementation of new processes and corrective action plans to ensure SOX compliance.
Education
Business Management
Northampton Community College
01.2024
Skills
- Microsoft office
- SharePoint
- Google docs
- Calabrio
- Verint
- SQL
- Process Improvement
- Professional Claims
- Project management
- EPIC
- Data analysis
- Strategic planning
- Physician Scheduling
Timeline
Contact Center Quality Analyst
Hackensack Meridian Health
04.2024 - Current
Team Lead
Independence Blue Cross
07.2023 - 04.2024
Senior/Lead Quality Auditor
Horizon Blue Cross Blue Shield of NJ
08.1997 - 07.2023
Business Management
Northampton Community College