Jessica Ray
Chesapeake,NV
Summary
Accomplished Quality Assurance Supervisor with a proven track record at DOMA Technologies, enhancing operational efficiency and customer satisfaction through expert project management and team leadership. Spearheaded process improvements, significantly elevating quality standards. Skilled in data analysis and communication, adept at fostering cross-functional collaboration for continuous improvement.
Quality assurance professional with substantial background in overseeing and improving quality control processes. Proven track record in enhancing product quality and reliability through meticulous testing and process optimization. Strong focus on fostering team collaboration and adapting to evolving project requirements to ensure top-notch results. Adept at leveraging analytical skills, problem-solving abilities, and leadership to drive continuous improvement.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Quality Assurance Supervisor
DOMA Technologies
01.2024 - Current
- Evaluated and provided feedback on provider interactions by conducting audits and quality reviews to ensure the team would meet contractual standards.
- Prepared monthly billing and validated monthly contract discrepancy reports.
- Coordinated calibration sessions with leadership and customer service representatives to ensure consistent application of quality standards.
- Acted as a subject matter expert, ensuring all provider interactions met quality expectations.
- Developed and implemented process improvements based on data analysis, setting benchmark measurements for continuous improvement.
- Created detailed documentation, including Standard Operating Procedures (SOPs) and dashboards for QA metrics and Key Performance Indicators (KPIs)
- Prepared monthly billing and validated the monthly Contract Discrepancy Report (CDR)
Task Manager
DOMA Technologies
10.2023 - 12.2023
- Monitored productivity metrics, identified areas for improvement, and implemented strategies to optimize workflow
- Facilitated cross-functional meetings to address team challenges and foster collaboration
- Coordinated schedules and logistics for project tasks, ensuring all team members had the necessary resources to complete their work efficiently.
Quality Assurance Assistant
DOMA Technologies
04.2021 - 10.2023
- Monitored and reviewed customer interactions providing actionable feedback to improve service quality.
- Assisted in calibration sessions and contributed to setting quality benchmarks with leadership.
- Maintained accurate quality control data for reporting and process improvement efforts.
- Collaborated cross-functionally to address opportunities for improving agent performance.
Customer Service Representative
DOMA Technologies
02.2016 - 04.2021
- Exhibited exceptional communication skills by contacting healthcare providers to obtain medical records on behalf of the Department of Veterans Affairs, supporting veterans in their disability claims under 38 C.F.R. §3.159(c).
- Reviewed and triaged disability requests, accepting or rejecting cases based on eligibility criteria in compliance with Title 38, with high accuracy in data indexing and processing.
- Ensured quality control by conducting final reviews of peer data entries, applying meticulous attention to detail to maintain data integrity.
- Demonstrated strong written communication skills by correcting entries and overseeing the performance of down-line customer service representatives.
- Participated in a Mentorship Program, pairing with a customer service representative to provide performance monitoring, guidance, and training for process improvement.
Front Office Manager
Best Western Oceanfront
03.2008 - 04.2016
- Oversaw daily operations of the front desk, housekeeping, and maintenance departments in the absence of senior management
- Resolved guest complaints efficiently and maintained high customer satisfaction ratings
- Managed staff scheduling, ensuring optimal staffing levels for peak periods
Education
Bachelor of Science - Business Administration And Management
Old Dominion University
Norfolk, VA05-2021
Skills
- Quality Assurance
- Project Management
- Team Leadership
- Training and Development
- Data Analysis
- Communication (written & verbal)
- Problem-solving
- Customer Service
- Financial Analysis
- Internal Controls
- Compliance
- Audit
Certification
Lean Six Sigma - Yellowbelt
Six Sigma Global Institute
December 2024
Awards
- DOMIES Award - DOMANATE, plays to win, and win as a team, 01/01/24
- Circle of Excellence, 08/01/18
- Employee of the Month, 09/01/16
Timeline
Quality Assurance Supervisor
DOMA Technologies
01.2024 - Current
Task Manager
DOMA Technologies
10.2023 - 12.2023
Quality Assurance Assistant
DOMA Technologies
04.2021 - 10.2023
Customer Service Representative
DOMA Technologies
02.2016 - 04.2021
Front Office Manager
Best Western Oceanfront
03.2008 - 04.2016
Lean Six Sigma - Yellowbelt
Six Sigma Global Institute
December 2024
Bachelor of Science - Business Administration And Management
Old Dominion University
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