Kristin Randall
Saint Peters,MO
Summary
Methodical Quality Assurance Manager with superb problem-solving and analytical abilities. Keeps meticulous records and identify and troubleshoot problems. Specialties include operational improvements, program implementation and documentation.
Overview
16
16
years of professional experience
1
1
Language
Work History
Quality Assurance Manager
Access2Care
10.2016 - Current
- Improved employee engagement and customer satisfaction through quality monitoring and helpful coaching techniques,
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance,
- Create automated processes using various applications including Smartsheet, Sales Force, and online forms, greatly reducing time spent on tasks, improving employee productivity, and decreasing employee costs
- Applied coaching techniques and tools to support managers and team members in improving performance,
- Implemented new quality assurance and customer service standards,
- Reviewed internal documents and training programs to ensure internal goals were met as well as external requirements from clients, Medicaid, Medicare, and URAC
- Evaluated new technologies and methodologies for potential implementation within the organization's quality assurance program, staying ahead of industry trends.
- Managed a team of remote Quality Assurance Specialists
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
Training Supervisor
Access2Care
01.2010 - 10.2016
- Conducted training needs assessments to identify employee skill gaps, resulting in targeted training sessions that improved performance,
- Developed training materials and conducted training sessions for customer service staff, resulting in improved customer service quality,
- Assessed new employee skills and strengths to provide customized training.
- Managed new employee orientation training process for more than 100 employees each year.
- Reduced costs associated with external trainers by developing an internal network of skilled facilitators who could lead programs as needed.
- Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
Lead Customer Service Representative
Access2Care
06.2008 - 01.2010
- Assisted Customer Service Representatives,
- Acted as Supervisor when needed,
- Met customer call guidelines for service levels, handle time and productivity.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by employees
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ07.2014
Associates of Arts - Communication
University of Phoenix
Phoenix, AZ06.2012
Skills
- Process Documentation
- Quality Assurance Management
- Documentation Review
- Strong Work Ethic
- Internal Audits
- Attention to Detail
- Smartsheet
- Microsoft Office
Quote
Quality means doing it right when no one is looking.
Henry Ford
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quality Assurance Manager
Access2Care
10.2016 - Current
Training Supervisor
Access2Care
01.2010 - 10.2016
Lead Customer Service Representative
Access2Care
06.2008 - 01.2010
Bachelor of Science - Business Management
University of Phoenix
Associates of Arts - Communication
University of Phoenix
References
Elizabeth Clark, (314) 452-9048
Shawn Seewald, (803) 543-7309
Russell Miller, (813) 335-1281
References
Elizabeth Clark, (314) 452-9048
Shawn Seewald, (803) 543-7309
Russell Miller, (813) 335-1281
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