quality analyst Archives

Keeping knowledge about various medical coding specialities that include E&M, ED, Radiology, Physical Therapy, Acupuncture, Chiropractic, Laboratory and Pathology along with minor Surgery codes.
Observing the quality parameters regularly and ensuring that the quality of coding work is maintained at a higher rate.
Sustaining the accuracy of data inserted in the application and completing audit of 120 claims everyday.
Providing the audit feedback and updates to the entire team on daily basis.

Coordinate with the clients, try to know their concerns by avoiding any interruption in conversation, etc.
Identifying historical trends through data analysis which can help you determine which agents require more attention and those which require less.
Facilitate sales of all products and services according to the client’s needs.
Ensures that all agents use the same greetings, scripts, aftercall procedures and accountability standards.
Used the information to adjust the script to achieve the conversion rate that meets company sales and service goals.
Assessed agent behavior, counsel, and coach them in order to reduce negative customer experience, wastage of time and resources, and agent attrition.
Monitoring trends within your own call center(s) such as month over month agent performance metrics and top missed points at the agent or organizational level.

Responsible for conducting background checks and screening
Collected and documented data including SAR history KYC information and Transaction data
Drive process improvements (across accounts, pools, and locations) through the Defect Prevention Process
Prepare RCA and process standardization across accounts
Collaborated closely with internal business units and clients
Perform quality review to assess the adherence to quality standards in ticket documentation and process adherence
Assessed QA performance – Retrieved and analyzed QA information to identify root causes of performance gaps and other QA problems.

Designed quality regulations and evaluations based on monitoring of data flow.
Set and verified standards of quality and testing procedures – Reviewed and modified quality assurance programs and tested performance according to user’s specific requests and data inputs.
Administered the company privacy policy regarding data.
Provided employees with relevant Quality Control training – Provided QA training and prepared presentations for others in the department/company regarding issues of quality performance and testing.

Worked on contributions schemes & its deductions for Employer and Employee. Worked on different scenarios with tier banded & custom contributions.
Understanding the plan effective dates as per the renewal periods. Assigning the group to the Internal QA team for audits.
Validating API results and DB elements with SQL queries.
Website design using CSS stylesheet.

Balsamiq
Technical – HTML, CSS for theming
Also, tracking the group stages in the SFDC and moving the stage according to the work flow.
Direct interaction with the On site IM’s through email & call. Scheduling the bi-weekly calls with respective IM’s and getting the feedbacks and updates. Gained knowledge through it. Maintaining the SLA’s and TAT’s.

To audit and monitor phone calls to ensure representatives are following the organization’s protocols
To analyze their voice quality and product knowledge, work on direct special requests by client
To improve customer satisfaction.
Cross-trained staff members, resulting in an increase in customer satisfaction ratings

Coaches and mentors agents to improve call quality
Generates call quality reports on a regular basis
Takes phone calls as required by management
Documented conversations with customers to track requests, problems and solutions

Having sound knowledge of ticketing tool like Service Now.
Following strict adherence of SLA (Service Level Agreement).
perform daily analysis of weight control data for all production lines (SQC), send daily and monthly report to operations, accounting & other QA.
Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge

Provided permanent fixes wherever necessary by coordinating / escalating to vendor.
Coordinating with various support teams for a smooth function of customer services.
Handling of sensitive issues and able to communicate technical issues clearly considering them from an end user & business perspective.
ITIL process implementation and usage effectively.

Answered customer telephone calls promptly and in an appropriate manner.
Addressing customer inquiries, solving problems and providing new product information.
Documented all customer inquiries and comments thoroughly and quickly.
Responded to all customer inquiries thoroughly and professionally.

Research Solutions, Business Process Outsourcing, Data Management, Internet Marketing
Specialization In:-
Responsible for conducting monthly ISO audits and ensure company certification standards are maintained.
Prime responsibilities also included working on Incidents with respect to the Events.

Responsible for Compiling, sorting and verifying the accuracy of data before it goes to other stakeholder
Compare data collected through different source with company define standard to maintain the Quality
Maintaining the relationship with Vendors to get the Data issue resolved on time
To ensure that monthly ISO paperwork is filed and reviewed by management.

Developing a solid understanding of assigned client’s processes in order to strategically review and analyze their A/R functions. Conducting regular audits of representative claim work for accuracy and quality.
Providing direction to client leads on claim audit corrections and resolution.
Preparing and analyzing reports of audit review and performance issues with a focus on identifying trends and instituting continuous quality improvement initiatives.
Logging all client issues encountered in internal tracking system, including enhancement requests, bugs, errors, and inquiries.
Ensuring non repetition of errors by implementing best practices.

To check and verify Journal Title in the Article.
To keep 100% Quality of the Journal Title & Article.
To analyse the article and avoid error’s in the article.
To fullfill author correction demand in the article and provide good service to the customer.

Coordinating with business in analyzing and understanding the requirements.
Preparation of Test design.
Preparation of clarification documents and monitoring.
Preparation and execution of regression cases.
Environment setup in multiple devices for testing.
Deploying builds and hot fix.
Tested API’s of different web methods and validated the response, response time and different error codes.

Gained Knowledge on US HealthCare Insurance Implementation Process. End to End
Pulling the group from the SFDC and Identifying the Group type and the Broker details.
Gathering all the required documents from different sources like Email, Document Collection tool & BOR Email.
Getting started with Implementation of Group Plan Setup based on the group type.
Reaching back to the on site IM’s if any additional information/clarification is required such as new scenarios, missing info, incorrect documents etc.
Maintaining the continuous follow ups and getting the things done with in time.
Working on Enrolments with basic info such as the plan effective dates, plan & its type of election and dependants demographic if any.

Providing employees with relevant Quality Control training – Provided QA training and prepare procedure regarding issues and risk associated with process.
Identifying training needs and organize training interventions to meet quality standards and assure ongoing compliance with quality and industry regulatory requirements.
Working on multiple CSI- [Continual Service Improvement] Initiatives.
Worked as a management representative for the ISO20000 processes and compiling the reporting policies required by the company.

Quality analysis of the daily records in order to improve efficiency and smooth work flow.
Records validation and verification analysis with dashboard monitoring of operations agents.
Supervising the entire process and reporting any discrepancy found.
Making sure the business process is being carried out with minimum errors.
User testing Magicpin app and providing test report with suggestive changes.
Dashboard creation of every operations associate.
Training sessions arranged regarding quality standards for operations associates which lead to reduction in errors and about 25% increase in their scores.

Developed and maintained Quality Assurance procedure documentation
Maintained compliance with safety and clean area procedures
Developed and audited practices, programs and metrics reporting systems to ensure optimal efficiency
Compiled weekly and monthly trend analysis to establish areas of concerns
Improved sales abilities and product knowledge on continuous basis to provide optimal service
Liaised with sales and service management teams to develop solutions and accomplish shared objectives
Contributed to achieving and holding industry-leading customer service ratings

Also working on SLACK, where we used to have a chat with the client side developers and tester directly to meet all the requirement and to ensure that all the bugs and issues get fixed and a stable build is deployed.
Participating in the SDLC meeting along with the developers to understand the requirements and how to proceed further with effective testing to deliver the Quality product to the client.
Collecting and compiling statistical quality data and analyze data to identify areas for improvement in the quality system.
Developing, recommending, mitigating, monitoring corrective and preventive actions and prepare reports to communicate outcomes of quality activities.

Monitor chats focusing on individual support and coaching for low performing agents (Bottom Quartile Management)
Conduct coaching sessions with associates and provide feedback addressing client expectation, product knowledge and chat productivity
Internal Calibration- Conduct monthly calibration sessions with Process Manager and Team Leaders to develop scoring consistency and best practices
External Calibration – Conduct monthly calibration session with clients to balance the desired standards and expectations
Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains
Conduct Clean Desk operation and Hygiene Audits

Perform and analyze critical control point of pH, water activity and metal detection.
calibrate lab equipment and maintain cleanliness of lab area.
ensure compliance to quality, food safety, and HACCP support programs along with government standards.
Perform Weekly traceability exercises on raw material and finished product.
Follow good laboratory (GLPs) established by assistant Q.A Manager or senior Q.A manager and safety guidelines established by plant managments.
collect samples from test runs to sent to R&D, Microbiology and costumers, as well as duplicate samples to maintained at the plant.
summarize analytical data each day, which is used to compile monthly costumer reports (as applicable).

Validation and verification of daily transaction records.
Creating performance dashboards of operations associates.
Coordinating between operations and other departments to solve issues to achieve efficiency at workplace and smooth workflow.
Training operation associates.

works on AT&T (NOC) Process
Uses RMT(remote Monitoring Tool) & CRM
Listening and marking the calls
Give online feedback

Assisting in the roll out and support of applications that you have tested to ensure quality is maintained across environments
Attending design and demonstration meetings
Develop implementation plans that include analyses such as cost-benefit or return on investment (ROI)
Investigation of Production incidents based on feedback from the customer and AppDynamics

Responsible for Data Migration Testing, Data Verification, Data Mapping,ETL Testing .
Performed Field Level Mapping and Table Level Mapping.
Framed and executed Functional Data Flow Test Cases.
Measure customer feedback

Providing continuous (Quality of Service) by performing various quality checks and generating report based metrics periodically for the Senior Management.
Drafting quality assurance procedures, identify and implement quality assurance standards and controls.
Devising sampling procedures and directions for recording and reporting quality data.
Reviewing the implementation and effectiveness of quality controls.
Maintaining the ISO Quality Management System for various processes.
Coordinating with stakeholders across departments for conducting internal audits.
Coordinating corrective actions in response to gaps identified and register non-conformances, customer issues and system weaknesses.

Identify and give feedback on agent shortcomings in soft skills and process knowledge
Online/offline monitoring of agent calls to audit and scrutinize
Taking training for new batches regarding quality parameters
Preparing shift timing reports
Giving Feedback to operations regarding any deviations in process

Properly Understanding of the client requirement and analysis the application to plan the work in a proper way.
Working closely with the development team to create test plans for enhancements and fixes on application.
Preparing Test cases to execute the test on the application.
Document software defects, using a bug tracking tool (Mantis), and report defects to software developers.
Working on Azure Cloud and JIRA to gather client’s new requirement directly or indirectly.
Performing Functional testing, Regression testing, Ad-hoc testing, Happy Path testing, Negative testing, Retesting to ensure that the quality product is to be delivered to the client.
Document all the defects and daily following up with the development team to ensure that the defects has being fixed on high priority.

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