LaQuisha Dugger

Created and maintained detailed agent specific quality and progress reports based on individual call performance

Analyzed Empathy Satisfaction survey results and monitored patient experience trends.

Prepared separate hospital medicine and emergency medicine QA reports to evaluate performance by call types.

Documented Critical Fail/Zero Call infractions involving patient-information protection, professionalism and compliance; coordinated follow-up with supervisors in compliance

Developed and distributed a Patient call Center QA Newsletter highlighting policy, updates, common errors, quality trends and best practices.

Monitored acknowledgement compliance and communicated outstanding requirements to supervisors.

Prepared and distributed coaching opportunities, Critical-fail, and action-item reports to support corrective action and account resolution.

Preformed monthly and annual report-template maintenance to ensure accuracy, individual averages, overall call-center performance trends, consistency and usability of QA reporting tools.

Conducted quality inspections to maintain product standards and compliance

Collaborated with team members to optimize workflow and minimize downtime

Operated assembly line machinery to ensure efficient production flow

Trained new employees on safety protocols and quality assurance