Summary
Work History
Education
Skills
Timeline
Generic

Davihyiesha Irby

Nashville,TN

Summary

Healthcare Quality Assurance and Operations professional with experience leading quality initiatives, monitoring calls, coaching agents, training new hires, analyzing performance trends, creating reports, and improving compliance in healthcare call centers. Experienced partnering with leadership to improve quality, patient experience, accountability, and operational excellence.

Work History

Quality Assurance Analyst | QA Specialist | Team Lead

Everise
Remote
  • Monitored and evaluated inbound/outbound calls for quality, compliance, and customer experience.
  • Created QA scorecards, reports, and trend analyses for leadership.
  • Delivered coaching and feedback sessions to improve agent performance.
  • Partnered with operations leaders to identify quality gaps and process improvements.
  • Supported calibration sessions and maintained scoring consistency.
  • Led by example while supporting team performance and accountability.

Healthcare CSR | Quality Assurance | Trainer

CareNet Healthcare
Remote
  • Handled high-volume patient calls while maintaining HIPAA compliance.
  • Transitioned into Quality Assurance reviewing calls and documentation.
  • Selected by supervisors to train and mentor new hires during OJT.
  • Provided floor support and coaching to improve quality and productivity.

Patient Care Technician

TriStar Southern Hills Medical Center
Nashville, TN
  • Assisted nursing staff with patient monitoring and basic care tasks.
  • Maintained accurate patient records and documentation in electronic health systems.
  • Communicated effectively with patients to address concerns and provide support.
  • Ensured cleanliness and safety of patient environments, adhering to infection control protocols.

Recruiter

NMMC
Tupelo, MS
  • Conducted candidate screenings to identify qualified applicants for various positions.
  • Coordinated interview schedules between candidates and hiring managers.
  • Assisted in developing recruitment strategies to attract diverse talent pools.
  • Maintained applicant tracking system, ensuring data accuracy and compliance.

Education

High School Diploma -

Tupelo High School
Tupelo, MS
05.2019

Skills

  • Quality Assurance
  • Team Leadership
  • Call Monitoring
  • Performance Coaching
  • Trend Analysis
  • Reporting & Analytics
  • HIPAA Compliance
  • Process Improvement
  • Patient Experience
  • Training & Development
  • Healthcare Call Center Operations
  • Documentation
  • Microsoft Office
  • EHR

Timeline

Quality Assurance Analyst | QA Specialist | Team Lead

Everise

Healthcare CSR | Quality Assurance | Trainer

CareNet Healthcare

Patient Care Technician

TriStar Southern Hills Medical Center

Recruiter

NMMC

High School Diploma -

Tupelo High School

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