Hi, I’m
Elizabeth Butler
Orlando,FL
Overview
15
years of professional experience
Work History
Assistrx
Quality Assurance Supervisor
05.2025 - Current
Job overview
- Conduct a minimum of 1 case/evaluation audit per week per QAS
- Establish regularly scheduled monthly 1:1's with each team member to review performance toward evaluation quantity requirements, evaluation quality, appeals, grammar in documents (evaluations, PRE's, etc.)
- Schedule at least monthly call calibration meetings with QA evaluators and Ops leadership. Add evaluators to the calendar for each call to ensure rotation of all evaluators for each program. Each QAS must attend the internal calibration for their program(s).
- Schedule evaluators to attend and provide feedback in client calibration meetings at least once per quarter, for their assigned program(s).
- Establish who will attend client call calibration meetings to divide the workload so that only 1 supervisor attends each client meeting.
- Monitor daily evaluator activity to ensure that evaluators are meeting the minimum required number of evaluations
- Monthly reviews/calibrations of evaluators to ensure they are completing evaluations per established standards for the client programs.
- Coach evaluators on proper evaluation methodology and scoring based on feedback from call calibration meetings with clients and program specific requirements.
- Ensure all agents on all programs are being evaluated each month
- Conduct quarterly reviews of performance toward annual goals and update in ADP.
- Assist with development of QA training program for QA evaluators and Ops
- Identify opportunities for improvement and participate in improvement efforts
- Track and report missed AEs/MIs and PQCs for all programs including trend reporting.
Assistrx
Quality Assurance Team Lead
11.2024 - 05.2025
Job overview
- Monitoring productivity
- Completing 1:1 with QA to improve productivity/accuracy
- Attending client facing calibrations, QBR and document review
- Communicating with compliance to discuss compliance concerns
- Communicating with legal to discuss legal matters
- Training new hire QA
- Creating training documents
- Creating SOB's, WI.
- Reviewing appeals and coaching QA.
- Updating internal processes to meet client needs.
- Creating technical tickets for QA.
- Communicating technical concerns to program management.
Assistrx
Quality Assurance Specialist
11.2019 - 11.2024
Job overview
- Training new hire quality assurance specialists
- Creating new hire training materials
- Project manager for new program launches
- Attending daily leadership and client meetings
- Completing daily quality audits
- Escalating issues requiring immediate attention
- Creating technical tickets when needed
- Communicating with technical team when needed
- Preparing, presenting and attending client calibrations
- Onboarding new peers when needed
- Creating reporting and providing same day feedback
- Advising concerns and recommending resolutions for quality and retention purposes
Intouch
Team Lead
05.2016 - 11.2019
Job overview
- Quality auditing and assurance
- Recruiting and interviews
- Onboarding new hires including team leads
- Training and developing agents and leaders.
- Creating and coding excel spreadsheets for stack ranking, shift bids, performance, productivity, scheduling, etc.
- Creating monthly and weekly action plans.
- Communicating via email and chat with peers, ops, and agents on new changes and implementations.
- Recruiting, reporting and scheduling overtime/unpaid time off
- Communicating with client areas of opportunity for systems, outages, and trends.
- Approving and updating payroll.
- Completing weekly, monthly and quarterly business reviews.
- Organizing and budgeting events
Convergys
Team Lead
08.2011 - 05.2016
Job overview
- Advanced & basic device support
- Equipment ordering, and replacement
- Reporting network outages
- Training and upskilling new hires and tenured agents.
- Creating and coding excel spreadsheets
- Communicating company goals, requirements, and changes to agents
- Updating and approving payroll
- Completing mid and end of year reviews
- Updating and modifying schedules to meet company needs
- Recruiting for overtime when necessary
- Quality audits and assurance
- Performance management and terminations
- Interpreting avaya and crdb reports
- Training new Team Leads and Tl interns.
Timeline
Quality Assurance Supervisor
Assistrx
05.2025 - Current
Quality Assurance Team Lead
Assistrx
11.2024 - 05.2025
Quality Assurance Specialist
Assistrx
11.2019 - 11.2024
Team Lead
Intouch
05.2016 - 11.2019
Team Lead
Convergys
08.2011 - 05.2016