Stephanie Gomez
El Paso,TX
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing calibrations, training and coaching's. Dedicated to analyzing call monitoring and implementing new SOP's.
Overview
9
9
years of professional experience
Work History
Billingual Quality Assurance Representative
CCM
2022.08 - Current
- .Maintained detailed records of test results, providing valuable data for future process improvements.
- Streamlined QA processes for increased efficiency, reducing time spent on repetitive tasks.
- Participated in ongoing professional development programs focused on staying current with emerging industry trends and advancements in technology impacting the field of quality assurance.
- Performed call audits to monitor regulatory compliance.
- Enhanced customer satisfaction by identifying and resolving product defects in a timely manner.
- Managed multiple projects simultaneously, ensuring timely completion of all QA tasks and deliverables.
- Reviewed and scored calls made utilizing company-defined quality monitoring standards
- Developed training materials for new hires, fostering a culture of continuous improvement within the QA team.
Quality Assurance Analyst
InformData
2021.01 - 2022.08
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Fixed identified issues to improve workflows.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Conducted training sessions for QA analysts, enhancing their skills and knowledge of industry best practices.
Quality Assurance Agent
Project Amistad
2015.06 - 2016.09
- Evaluated new tools and technologies for potential implementation within the QA process, contributing to ongoing advancements in department capabilities.
- Ensured compliance with industry regulations by staying informed on changes in standards and Medicaid guidelines.
- Supported continuous improvement initiatives by participating in regular team meetings and suggesting process enhancements where needed.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Achieved consistently high-quality scores by adhering to industry standards and best practices for call monitoring.
- Enhanced customer satisfaction by implementing effective call monitoring and coaching strategies for team members.
- Implemented effective call monitoring practices, ensuring consistent adherence to company policies and procedures by all team members.
- Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.
Education
Bachelor of Science - Business
Western Governors University
Salt Lake City, UT01.2027
High School Diploma -
Americas Highschool
El Paso, TX06.2006
Skills
- Technical knowledge
- Quality Assurance
- Call Monitoring
- Performance Evaluation
- Performance Assessment
- Management collaboration
- Quality improvement efforts
- Audit processes
- Project Management
- Data Analysis
- SOP Development
- Lean Six Sigma
- Critical Thinking
- Attention to Detail
- Word Processing
- Microsoft Excel
- Problem-Solving
Languages
Spanish
Full Professional
Timeline
Billingual Quality Assurance Representative
CCM
2022.08 - Current
Quality Assurance Analyst
InformData
2021.01 - 2022.08
Quality Assurance Agent
Project Amistad
2015.06 - 2016.09
Bachelor of Science - Business
Western Governors University
High School Diploma -
Americas Highschool
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