Deborah Williams
Atlanta,GA
Summary
Dynamic Quality Assurance Auditor with a proven track record at Maximus, skilled in audit reporting and process improvement. Expert in identifying compliance issues and implementing corrective measures, enhancing operational efficiency. Adept at fostering teamwork and performance management, driving significant enhancements in quality standards and client satisfaction.
Overview
10
10
years of professional experience
Work History
Quality Assurance Auditor
State Road & Tollway Authority
Atlanta, GA
01.2025 - Current
- Pinpointed potential issues in the development cycle and formulated appropriate corrective measures.
- Created instructional content for QA auditing processes.
- Performed internal audits on production procedures to discover quality enhancement opportunities.
- Established and upheld audit protocols for compliance with corporate standards.
- Collected and assessed latest information about ongoing work and compliance issues.
- Reported test issues to supervisors and relevant personnel.
- Evaluated quality assurance reports for precision and thoroughness.
- Identified key compliance concerns for management team.
- Identified production concerns and worked with supervisors to understand and remedy situations.
Business Operation Coordinator
Maximus
Atlanta, GA
01.2023 - 12.2023
- Conducted a gap analysis with the DMAIC model to enhance project performance.
- Performed a SWOT analysis to address team weaknesses and enhance performance.
- Delivered Lean Six Sigma training on waste management, resulting in the elimination of process waste.
- Developed and oversaw strategies for improving operational efficiency and team accuracy.
- Ensure timely payment processing
- Analyzed payment trends to identify discrepancies, contributing to accurate financial reporting.
- Collaborated with cross-functional teams to resolve payment disputes, improving client satisfaction.
Quality Assurance Specialist
Maximus
Atlanta, GA
04.2020 - 12.2022
- Assist in the day-to-day coordination of the team's operational activities.
- Identify problems in operational processes quickly, and provide resolutions in a timely manner.
- Business Alignment Reports: Compile, review, and analyze data to submit monthly performance and productivity.
- Staff coaching: Develop, monitor, and assess performance goals, measures and targets, benchmarks, and project priorities; conduct calibration meetings within the team, cross-project, to ensure staff are meeting performance metrics.
- Training: Collaborate with the training team in developing, implementing, and tracking quality improvement indicators.
- Maintained strict compliance with quality standards through cross-functional teamwork.
- Implemented process enhancements to decrease waste and boost operational efficiency.
- Communicated quality assurance concerns and systems deficiencies to team leadership.
- Supported external audit processes with subject matter expertise, maintaining the organization's focus on Quality Management Implementation.
Fiscal Analyst
Maximus
Atlanta, GA
08.2018 - 04.2020
- Generated precise ad-hoc reports on request for decision-making by senior management and stakeholders.
- Conducted thorough internal audits to enhance fiscal accountability.
- Provided timely solutions to address potential financial concerns.
- Supported execution of weekly provider payment processing.
- Handled vendor transactions efficiently.
- Established internal controls over financial transactions ensuring accurate recording of revenues and expenses.
Call Center Lead
Maximus
Atlanta, GA
03.2015 - 08.2018
- Reduced employee turnover by fostering a positive work environment.
- Created comprehensive reports on team performance metrics for upper management review, and strategic planning purposes.
- Streamlined call center operations for increased efficiency and improved response times.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Supervised and mentored employees' performances to determine training needs, and define accurate plans for decreasing process lags.
- Developed high-performing teams through targeted training, and regular performance evaluations.
- Collaborated with upper management to improve customer service processes.
- Managed incoming calls, emails, and faxes.
Education
Communications
Grambling State University
Grambling, LASkills
- Quality Assurance
- Caseload Management and Payment Services
- Systems management
- Child Care and Parent Services (CAPS) Policy
- Continuous Improvement
- Call Center Operations
- Clear technical documentation
- Performance Management
- Audit reporting
- Root cause analysis
- Process improvement
- Performance metrics
- Data analysis
- Documentation assessment
Accomplishments
- Assisted with the launch and successful deployment of the Georgia Child Care and Parent Services project with Maximus.
- Lead the initiative that enabled the project to earn the Call Center of Excellence Award.
- Belonged to an International Standards Organization (ISO) Certified Project.
- Assisted with development of the Claims Unit and manual.
- Inquisiq (Learning Management System)
- Six Sigma Yellow Belt
- Principles of DMAIC, SMART, and SWAT
Timeline
Quality Assurance Auditor
State Road & Tollway Authority
01.2025 - Current
Business Operation Coordinator
Maximus
01.2023 - 12.2023
Quality Assurance Specialist
Maximus
04.2020 - 12.2022
Fiscal Analyst
Maximus
08.2018 - 04.2020
Call Center Lead
Maximus
03.2015 - 08.2018
Communications
Grambling State University
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