Summary
Overview
Work History
Education
Skills
Timeline
Generic

Niajah Jackson

Katy

Summary

A Detail-oriented Quality Assurance Analyst and Healthcare Administrative Support Professional with extensive experience in customer service, data management, and quality auditing. Adept at providing administrative support, reviewing cases, ensuring compliance, and delivering actionable feedback. Experienced with auditing processes and compliance standards. Utilizes keen analytical skills to identify and resolve quality issues effectively. Track record of enhancing operational efficiency and maintaining high standards through comprehensive quality assessments.

Overview

11
11
years of professional experience

Work History

Quality Assurance Auditor II

Multiplan
01.2022 - Current
  • Conduct complex audits of operational and compliance workflows to ensure strict adherence to healthcare quality standards and regulatory requirements.
  • Design and refine QA evaluation tools to improve accuracy, consistency, and performance tracking.
  • Deliver comprehensive quality assessments and coaching to team members, using data-driven feedback to drive measurable improvement.
  • Partner with training teams to support curriculum development and QA-based training enhancements.
  • Identify trends and root causes through analysis of audit data; recommend and implement process improvements to elevate service quality.
  • Act as a quality resource across teams, promoting a culture of continuous improvement and operational excellence.

Customer Care Representative/Ambassador

Omni Interactions
10.2020 - 01.2022
  • Assist doctors using Salesforce to review and analyze patient cases for SureSmile.
  • Provide updates on dental orders and ensure accurate patient data management.
  • Respond to inquiries from doctors and medical assistants via email, ensuring timely resolutions.
  • Assist with payment queries, addressing concerns and providing accurate information to resolve issues.

Customer service representative

NexRep
08.2020 - 01.2022
  • Provide exceptional customer service through email support.
  • Resolve customer complaints by identifying solutions and providing reassurance.
  • Perform administrative updates to customer accounts.

Quality Assurance Analyst

Activus Connect
01.2020 - 04.2020
  • Conducted quality assurance audits, monitoring and recording call and email interactions.
  • Provided detailed feedback to customer service representatives to improve performance.
  • Maintained accurate reports to track key performance metrics.

Retail Service Associate/Lead

Carter's Inc
07.2014 - 04.2019
  • Managed daily operations to ensure customer satisfaction and policy compliance.
  • Provided training and mentorship to team members, enhancing operational efficiency.
  • Assisted in inventory management and sales data analysis.

Education

Master's - Healthcare Administration

Texas Tech University Health Sciences Center
Lubbock, TX
05.2024

Bachelor's - Health Sciences

Sam Houston State University
Huntsville, TX
05.2021

Skills

  • Quality Assurance & Compliance Auditing
  • Customer Service & Support
  • Healthcare Administration Support
  • Data Management & Analysis
  • Process Improvement & Reporting
  • Time Management & Critical Thinking
  • Organizational Skills
  • SharePoint (Document Management & Collaboration Tools)

Timeline

Quality Assurance Auditor II

Multiplan
01.2022 - Current

Customer Care Representative/Ambassador

Omni Interactions
10.2020 - 01.2022

Customer service representative

NexRep
08.2020 - 01.2022

Quality Assurance Analyst

Activus Connect
01.2020 - 04.2020

Retail Service Associate/Lead

Carter's Inc
07.2014 - 04.2019

Bachelor's - Health Sciences

Sam Houston State University

Master's - Healthcare Administration

Texas Tech University Health Sciences Center

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