Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ena Quezada

Franklin,TN

Summary

Self-motivated, customer service and results driven professional, with a history of meeting and exceeding company needs. Able to learn quickly, work well under pressure and adapt as needed in different environments. Core competencies include: management, employee training, communication and quality assurance.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Evolent Health
Arlington, Virginia
05.2022 - Current
  • Analyzed customer service calls to identify areas of improvement and provide feedback to agents. These calls include member benefits, claims status, appeal status, prior authorization request, etc
  • Maintained detailed records of call center performance and provided reports to management.
  • Provided coaching and guidance to call center representatives as needed.
  • Attend monthly calibrations
  • Provided QA training to new hires
  • Create weekly infographic canvas with the QA guidelines
  • Create monthly infographic with QA numbers.
  • Assisted other members of the QA team in identifying areas for improvement in processes and procedures.

QA Associate

MONAT CORP.
Miami, Florida
09.2020 - 05.2022
  • Evaluated interactions, including emails, phone calls and chats, in both English and Spanish, to assure quality of the interactions
  • Complete audits and reports when needed
  • Work hand and hand with our BPOs to ensure they perform according to our guidelines
  • Coordinated and facilitated calibrations
  • Provide weekly feedback to supervisors
  • Create monthly QA knowledge check
  • Design evaluations forms to gather insights
  • Create infographic canvas with the QA guidelines.

QA Analyst

Road America
Miami, Florida
03.2020 - 09.2020
  • Evaluated calls to assure quality and provide individual feedback, complete reports, help with new additions to the QA guidelines of the company.

Supervisor

STARTEK
Tegucigalpa, Honduras
01.2017 - 09.2019
  • Managed and coached a team of sixteen
  • Completed daily reports that included service, progress and call service totals
  • Handled other ad hoc tasks and projects.

Quality Advocate

STARTEK
Tegucigalpa, Honduras
10.2018
  • Evaluated calls to assure quality and provided individual feedback for process improvement
  • Provided performance reports to management
  • Help in onboarding and training new employees.

Customer Service Representative

STARTEK
Tegucigalpa, Honduras
01.2017
  • Provided customer assistance to clients including Walmart Family Mobile, T-Mobile and Xfinity Mobile.

Education

General Courses Completed -

Universidad Nacional Autonoma Honduras
11.2016

High School Diploma Completed -

Instituto Salesiano Maria Auxiliadora
11.2012

Skills

  • Microsoft Office (Word, Excel, Powerpoint, Outlook)
  • Problem-Solving
  • Attention to Detail
  • Active Listening
  • Task Prioritization
  • Trend Analysis
  • Conflict Resolution
  • Team Collaboration
  • Report Analysis
  • Call Monitoring
  • Fluent in Spanish
  • Customer Service
  • Management
  • Data Analysis
  • Graphic Desing

Certification

  • Six Sigma Foundations-Course completed on 10/2/23 (Linkedin Course)

Timeline

Quality Assurance Analyst

Evolent Health
05.2022 - Current

QA Associate

MONAT CORP.
09.2020 - 05.2022

QA Analyst

Road America
03.2020 - 09.2020

Quality Advocate

STARTEK
10.2018

Supervisor

STARTEK
01.2017 - 09.2019

Customer Service Representative

STARTEK
01.2017

General Courses Completed -

Universidad Nacional Autonoma Honduras

High School Diploma Completed -

Instituto Salesiano Maria Auxiliadora

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Ena Quezada