MELODY ANN ORR
Loveland,OH
Summary
High-performing Quality Assurance Analyst with 15 years of progressive experience contributing to organizational success through high-level strategy and implementation of operational excellence. Strong track record of inspiring effective cross-functional collaboration and innovative problem solving in a high-stakes setting.
Overview
15
15
years of professional experience
Work History
Quality Assurance Specialist
EyeMed Vision Care
Mason, OH
04.2024 - Current
- Investigated and resolved member complaints, grievances, and appeals in collaboration with internal departments.
- Developed formal requests and response letters summarizing issues from inception to resolution.
- Maintained complete and accurate complaint records in electronic database.
- Surpassed productivity standards, including client performance guarantees and federal regulations.
- Provided monthly, quarterly, and annual reports to QA Committee for regulatory compliance.
- Analyzed quality data to identify root causes and improvement opportunities.
- Collaborated with cross-functional teams to deliver quality observation feedback.
Quality Assurance Analyst
Green Dot
05.2020 - 03.2024
- Instrumental in establishing Quality Assurance department
- Developed SOP and process improvements to enhance overall data quality
- Completed quality monitoring system to compile and track the performance of 30 associates
- Exceeded established quality and productivity standards
- Boosted quality metrics by providing one on one coaching sessions
- Execute sampling procedures for collecting recording, monitoring, and reporting quality data
- Prepare monthly trend reports to communicate outcomes of quality evaluations
- Created, edited and updated project manuals and technical documentation used by the entire QA team
- Kept abreast of regulatory requirements from accrediting bodies and federal, state and local statutes
- Developed corrective and preventive action plans to resolve non-compliance issues
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas
- Coordinate collaborations with cross-functioning team
- Execute sampling procedures for collecting recording, monitoring, and reporting quality data
- Prepare monthly trend reports to communicate outcomes of quality evaluations
Quality Assurance Analyst
EVERSANA
06.2017 - 09.2019
- Evaluate internal departments and processes
- Audit 20 associate's activity; perform associate call monitors along with service level auditing ensuring client and regulatory expectations are being met
- Perform daily call monitoring and assessments of assigned client specific programs and associates
- Correlate quarterly process audits for internal and external audits
- Prepare monthly assessment and quality metric reports including improvement recommendations
- Assist quality department develop and maintain standard operating procedures and work processes
- Analyze process issues across all departments assisting to recognize and remedy core issues
- Review and recommend updates to the Quality Policy Manual as well as Standard Operating Procedures
- Facilitate client Calibrations
- Streamlined the generation process for client data reporting
- Assist organization to maintain quality standards in compliance with annual ISO 9001 certification
- Facilitate quality and compliance training classes empowering newly hired employees for success
- Provide one on one coaching to employees not meeting the 90% standard quality metric
Call Quality Analyst
BroadPath Healthcare Solutions
09.2017 - 03.2018
- Review and Evaluate agent/member interactions, identifying areas of service improvements, offering coaching opportunities to contribute to overall improvement of customer experience
- Scored 25 individual associates based on quality guidelines
- Monitored effectiveness of quality controls in place adhering to established KPI and Quality metrics
- Demonstrated outstanding listening skills while processing auditory information quickly
- Assessed work performance for each employee, providing constructive criticism regarding handling of job tasks
- Provide one on one personalized coaching for agents not meeting quality standards
Call Quality Auditor
Express Scripts
01.2010 - 12.2016
- Offered high quality customer support services for patients by completing call quality observations and evaluations
- Lead quality expectation training for new hires and provided operational leadership and trend analysis for the team
- Implemented quality control and process improvement strategies, identifying both corrective and preventative activities
- Specializing in sensitive accounts such as Medicare and DOD
- Scored 30 associates ensuring customer interactions were handled in compliance with established quality standards
- Identify quality and regulatory issues within current processes, investigate and provide corrective recommendations
- Participate in call calibration sessions
- Facilitate internal listening sessions
- Demonstrated outstanding listening skills while processing auditory information quickly
- Conducted focused monitoring targeting behavior trends and system enhancement opportunities
- Worked collaboratively with cross-functional teams and assisted with training responsibilities
- Front-line member support
Education
Technical Certificate - Word Processing/Secretarial
Diamond Oaks, JVS
Skills
- Quality Assurance Controls
- Regulatory Compliance
- Demonstrated Customer Analytic Skills
- Stakeholder Collaboration Skills
- Issue Resolution
- Coaching / Training
- Excellent Written and Verbal Communication Skills
- QA Reporting & Presentation
- Microsoft Office Expertise
- Remote Office Availability
Extracurricular And Service
- Active Volunteer, United Way
- Fund raising support, Cincinnati Art Museum
Timeline
Quality Assurance Specialist
EyeMed Vision Care
04.2024 - Current
Quality Assurance Analyst
Green Dot
05.2020 - 03.2024
Call Quality Analyst
BroadPath Healthcare Solutions
09.2017 - 03.2018
Quality Assurance Analyst
EVERSANA
06.2017 - 09.2019
Call Quality Auditor
Express Scripts
01.2010 - 12.2016
Technical Certificate - Word Processing/Secretarial
Diamond Oaks, JVS