David Donahoo
Pace,FL
Summary
Quality Analyst with 7+ years of progressive experience in call center operations, specializing in quality assurance program design, process optimization, and performance improvement. Proven track record of driving measurable gains in agent effectiveness, customer experience, and operational efficiency through data-driven insights and targeted coaching. Trusted partner to leadership, known for building scalable quality frameworks and fostering accountability across teams.
Overview
14
14
years of professional experience
Work History
Quality Analyst
Junk King LLC
Waco, TX
01.2019 - 01.2026
- Led and evolved quality assurance programs supporting 50–60+ agents across sales, customer care, and franchise support
- Designed QA roadmaps, grading rubrics, audit forms, and reporting dashboards used by leadership for performance decisions
- Delivered coaching, written feedback, and calibration leadership to improve scoring consistency and agent performance
- Identified procedural gaps and system issues; partnered with leadership to drive process improvements
- Conducted comprehensive audits to identify process inefficiencies and recommend improvements
- Produced weekly/monthly trend reports highlighting quality, compliance, and operational risks
- Acted as Manager on Duty and cross-functional resource for agents, franchisees, and leadership
- Contributed to operational changes that increased sales conversion by 20%
- Quality Analyst, Customer Care (Jan 2022 – May 2025)
- Customer Care / Franchise Support Lead (Jan 2021 – Jan 2022)
- Sales Representative (Jan 2019 – Jan 2021)
Medical Claims Examiner
Change Healthcare (McKesson)
Pensacola, FL
11.2016 - 01.2019
- Reviewed medical claims for proper billing, duplicates, and payment integrity
- Managed reports and ran processes to flag unreviewed claims
- Provided customer support via tickets and email
- Participated in training and quality reviews for new examiners
Dispatch Coordinator
CapGemini – GE Healthcare
Pensacola, FL
07.2016 - 11.2016
- Coordinated with medical providers to create and route service tickets
- Ensured accurate dispatching of engineering service requests
Claims Administrator
BrownGreer PLC
Gulf Shores, AL
04.2012 - 02.2016
- Promoted from assistant to QA reviewer with a 110% productivity rate and 94% accuracy
- Managed sensitive claims, ensured court compliance, and documented disbursements
- Conducted data reviews and implemented corrective actions as needed
Education
BSBA - Business
University of West Florida
05.2028
AA - Liberal Arts
Pensacola State College
08.2025
Skills
- Quality assurance & audit processes
- Procedural gap analysis
- Customer service coaching
- Data analysis and reporting
- Performance management
- Training and development
- Documentation & compliance
- Strong problem-solving
- Multitasking in high-volume environments
- Quality improvement
- Data analysis
- Mentoring and training
Timeline
Quality Analyst
Junk King LLC
01.2019 - 01.2026
Medical Claims Examiner
Change Healthcare (McKesson)
11.2016 - 01.2019
Dispatch Coordinator
CapGemini – GE Healthcare
07.2016 - 11.2016
Claims Administrator
BrownGreer PLC
04.2012 - 02.2016
BSBA - Business
University of West Florida
AA - Liberal Arts
Pensacola State College