Michelle Tull
Rogers,AR
Summary
Driven Quality Control Clerk offering 8 years of experience in quality assurance. Highly skilled at optimizing production workflows, leading teams toward the achievement of benchmarks, and maintaining QA standards.
Overview
9
9
years of professional experience
Work History
Quality Control Clerk
Serco, Inc.
Rogers, AR
07.2016 - Current
- The role of the Serco/CMS Quality Assurance (QA) team is to gather and analyze data related to task processing. The data that we provide is used by task supervisors, site leadership, PMO, BPA, training, and CMS. This data is used to identify potential issues or improvements that can be made on both an individual level and a contract-wide level.
- Quality Control Clerks (QCCs) are responsible for gathering quality observations remotely and entering their findings into a data collection system (OTA). QCC's should act as subject matter experts by being well versed in the usage of guidance documents, and should understand how task processing is accomplished.
- Our purpose is not to police ESW's or catch those making errors. Our purpose is to evaluate the work against the guidance and provide data to all relevant end users. This should be accomplished in a neutral manner, with the assumption that all guidance was followed correctly until a definitive point can be found where actions taken deviate from guidelines.
- QCCs report to Quality Assurance supervisors assigned to their team. The QCCs are responsible for gathering quality observations in accordance with quality control procedures, conducting the sampling inspections of each task cell and entering the results of their audits into the Serco-provided performance measurement system daily.
- A key component of Serco's quality control activities is ensuring consistency in audit procedures across sites and among quality control clerks. Quality Control Clerks collect and analyze the work performance history of ES Staff to determine whether they observe bias or inconsistencies. Serco provides guidance and training on how to detect errors. We also provide procedures on how to remotely audit and compare results to ensure that each audit is performed the same way with the same results across the site and among quality control clerks.
General Clerk II
Serco, Inc.
Rogers, AR
02.2015 - 07.2016
- Task processing for the ACA (Affordable Care Act) for healthcare.gov applications for consumers nationwide.
- Used consumer provided documents to determine if an inconsistency was resolved or insufficient.
- Placed consumer calls requesting additional documentation for inconsistencies if required.
Education
Bachelor of Science - Business Administration
Capella University
Minneapolis, MN12-2023
High School Diploma -
Cassville High School
Cassville, MO05-2001
Skills
- Quality Control Analysis
- Technical Knowledge
- Procedure Optimization
- Deadline-Oriented
- Microsoft Office Expertise
- Documentation
- Customer Service
- Reporting
- Product Inspection
- Policy and Procedure Implementation
- Documentation and Reporting
- Team Collaboration
- Data Analysis
- Detail Oriented
- Issue Resolution
- Sampling
- Analytical Thinking
- Problem-Solving Skills
- Collaboration Skills
- Quality Assurance
- Communication Proficiency
- Internal Audits
- Team Leadership
- Relationship Building
- Decision-Making
- Quality System Implementation
- Software Testing
- Safety Procedures
Accomplishments
- Member of Delta Mu Delta International Business Honor Society.
- Capella University President's List and Dean's List.
- Graduated with a 4.0 GPA at Capella University.
- Nominated for NSLS
Timeline
Quality Control Clerk
Serco, Inc.
07.2016 - Current
General Clerk II
Serco, Inc.
02.2015 - 07.2016
Bachelor of Science - Business Administration
Capella University
High School Diploma -
Cassville High School