Nathali Almanzar
Orlando,FL
Summary
Analytical and bilingual Quality Assurance Analyst with a proven track record of improving compliance, audit readiness, and operational efficiency within healthcare and sales environments. Skilled in root cause analysis, regulatory support, and dashboard development using tools like Power BI and SharePoint. Adept at identifying trends through data, enhancing cross-functional collaboration, and ensuring quality outcomes through clear communication in both English and Spanish. Recognized for initiative, attention to detail, and contributing to continuous process improvement.
Overview
7
7
years of professional experience
Work History
QUALITY ASSURANCE ANALYST
WellCare/ Centene, Corp.
11.2022 - Current
- Provide technical support via ServiceNow, assisting with user access, login troubleshooting, and role assignments for systems such as Centene Workbench, Salesforce, and SharePoint.
- Conduct root cause analysis on Customer Service escalation data, identifying systemic issues and recurring trends; compiling and communicate insights to vendor leads to support agent coaching and quality improvement.
- Validate and enhance the quality of Spanish enrollment script translations, ensuring linguistic accuracy, cultural relevance, and alignment with regulatory and operational standards.
- Develop and maintain dashboards and reports to track key operational metrics, collaborating cross functionally to support informed decision making by leadership.
- Participate in cross-functional and ad hoc projects requiring data analysis, audit preparation, process review, and system enhancement.
SENIOR QUALITY SPECIALIST
WellCare/ Centene, Corp.
07.2021 - 11.2022
- Design and implement quality programs throughout the health plans to drive contact center key performance indicators and support business initiatives
- Developed and analyzed quality reporting to identify trends and recommend improvements
- Analyze and compiled data into spreadsheets and databases
QUALITY SPECIALIST II
AcariaHealth
11.2018 - 07.2021
- Root cause analysis using quality tools and methodologies to develop solutions leading to increased timeliness and efficiency of the audit process
- Staff auditing, including error identification and resolution in data and reporting, as well as presenting improvement recommendations to leadership
- Action plan development to resolve deficiencies such as target audits, metrics, audit methodology, tools, and outputs (reports, graphs, metrics, corrective action plans)
Education
Bachelor of Arts - Psychology
Florida International University
Miami, FL01.2018
Skills
- Core Competencies: Complaint Resolution, Root Cause Analysis, Reporting, Regulatory Readiness, Compliance Support, Workflow Optimization
- Technical Tools: Power BI, Tableau, Salesforce, Calabrio, NICE, OMNI, TPG, CentralPoint, ServiceNow, SharePoint
- Software: Excel, PowerPoint, Word
- Healthcare Knowledge: Medicare, Medicaid, PDP, Specialty Pharmacy
LANGUAGES
Spanish: Professional
Timeline
QUALITY ASSURANCE ANALYST
WellCare/ Centene, Corp.
11.2022 - Current
SENIOR QUALITY SPECIALIST
WellCare/ Centene, Corp.
07.2021 - 11.2022
QUALITY SPECIALIST II
AcariaHealth
11.2018 - 07.2021
Bachelor of Arts - Psychology
Florida International University
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