Tomisha Wells
Columbus,OH
Summary
Detail-oriented QA Specialist with expertise in auditing customer interactions and analyzing performance trends. Proficient in delivering actionable feedback, documentation, and compliance review. Adept at coaching and process improvement in remote environments. Seeking remote QA role emphasizing clarity, accuracy, and independent problem-solving.
Overview
11
11
years of professional experience
Work History
Call Quality Assurance Specialist / Customer Service
ContactUs Communications
05.2022 - Current
- Audit customer interactions using Salesforce, Novus, and Motion to ensure compliance and service quality.
- Provide clear, actionable coaching to agents to improve communication and performance.
- Create QA reports and trend analyses to support leadership decisions and process improvements.
- Collaborate with management to refine training materials and clarify expectations.
- Maintain accurate documentation of audits, coaching sessions, and performance metrics.
- Work independently in a remote environment, managing deadlines and priorities with minimal supervision.
In-Home Child Care Provider
Private
10.2016 - 04.2022
- Communicated clearly with parents regarding schedules, expectations, and progress.
- Maintained structured routines and documented daily activities.
- Managed tasks independently with strong organization and time management.
Preschool Teacher / School-Age Teacher / Educational Coordinator
Connected Pathways Early Learning Center
04.2015 - 10.2016
- Trained new employees and supported ongoing staff development.
- Monitored daily operations to ensure efficient workflow processes.
- Communicated expectations clearly to staff and parents.
- Maintained accurate documentation of progress and developmental milestones.
Education
Associate of Science - Business Administration
Franklin University
OHCertificate of Completion - Early Childhood Education
Ashtabula County Joint Vocational School
OHSkills
- Quality Assurance: Call auditing, compliance review, scoring, trend analysis, root-cause analysis
- Technical Tools: Salesforce, Novus, Motion, CRM systems, Microsoft Office, Google Workspace
- Communication: Coaching, feedback delivery, expectation alignment, cross-team communication
- Documentation: QA reports, accuracy tracking, workflow analysis, SOP clarification
- Remote Strengths: Fast learner, organized, independent, strong time management, detail-focused
Timeline
Call Quality Assurance Specialist / Customer Service
ContactUs Communications
05.2022 - Current
In-Home Child Care Provider
Private
10.2016 - 04.2022
Preschool Teacher / School-Age Teacher / Educational Coordinator
Connected Pathways Early Learning Center
04.2015 - 10.2016
Certificate of Completion - Early Childhood Education
Ashtabula County Joint Vocational School
Associate of Science - Business Administration
Franklin University