Idania Sanchez
Grand Prairie
Summary
Dynamic Quality Assurance professional with extensive experience as an Analyst, excelling in agent coaching and trend analysis. Bilingual in English and Spanish, I leverage strong project management skills to enhance quality metrics and drive continuous improvement, ensuring compliance and exceptional service delivery. Highly organized and detail-oriented, I thrive under pressure.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Quality Assurance Analyst
HIGGINBOTHAM INSURANCE GROUP
01.2023 - Current
- Company Overview: Employee benefits
- Evaluate agent interaction from employees via phone, SMS, and email.
- Ensure agents are following proper protocols, in compliance, while providing excellent service.
- Provide one-on-one feedback with agents to discuss areas of improvement.
- Work together with account managers to establish and assist with implementing new clients.
- Create reporting to review agent and business trending.
- Create training and improvement plans.
- Manage ad-hoc and special projects as requested by leadership.
- Employee benefits
- Created detailed reports on identified problems, analyzing root causes and suggesting corrective actions.
- Investigated customer reported issues and provided timely resolutions.
- Participated in cross-functional teams to develop methodologies for improving product quality assurance process flows.
Bilingual Quality Assurance Manager
fubotv
01.2020 - 01.2023
- I worked remotely and managed our internal QA department as well as our vendor group.
- Held weekly calibration sessions to ensure managers, the QA team and supervisors are all in line with our QA process.
- Randomly complete QA audits on the QA Team along with supervisors to ensure they are following proper procedures and processes.
- Investigate agent trending and review areas of opportunity with their current KPI’s.
- Assist training in areas of opportunity by providing agent and management call listening sessions as well as any trending needed.
- Create monthly reporting and presentations to review monthly metrics with Team Managers and Vendor Managers.
- Created QA Forms and trained on new QA platforms that were newly implemented.
- Develop the QA team by providing coaching and feedback on areas of opportunity.
- Investigated customer feedback and developed strategies for addressing complaints quickly and efficiently.
- Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
Quality Assurance Specialist
Working solutions
01.2013 - 01.2020
- Evaluate calls to ensure the agents are following company procedures and guidelines.
- Provide one-on-one constructive feedback & coaching opportunities to the agent.
- Participate in various audits assigned by upper management to establish agent trends and behavioral patterns.
- Participate and lead calibration sessions with management and other QA Team members.
Education
High School Diploma -
MAcarthur High School
Irving, TX06-2004
Skills
- Excellent customer service skills
- Proficient in Microsoft Word
- Proficient in Excel
- Proficient in PowerPoint
- Proficient in Microsoft Windows
- Proficient in Verint
- Proficient in Avaya Systems
- Proficient in Five9
- Proficient in Zendesk
- Proficient in Nice InContact
- Proficient in MaestroQA
- Bilingual
- Fluent in English
- Fluent in Spanish
- Works well under pressure
- Highly organized
- Detail oriented
- Trend analysis
- Project management
- Agent coaching
- Calibration sessions
- KPI tracking
- Training development
- Report generation
- Call monitoring
- Quality metrics monitoring
- Mentoring and training
- Root-cause analysis
Certification
Texas General Lines Agent, Life, Accident, Health & HMO
Timeline
Senior Quality Assurance Analyst
HIGGINBOTHAM INSURANCE GROUP
01.2023 - Current
Bilingual Quality Assurance Manager
fubotv
01.2020 - 01.2023
Quality Assurance Specialist
Working solutions
01.2013 - 01.2020
High School Diploma -
MAcarthur High School
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