Quality Specialist Resume Examples

quality specialist

  • Responsible for conducting quality audits on all routine & complex  investment transactions, life insurance transactions, and correspondence to ensure proper processing according to established quality standards. 
  • Identified, analyzed, and tracked error trends.
  • Recommended updates to policies, processes, and procedures. 
  • Supported management on identification and measurement of trends and improvements utilizing best practices. 
  • Served as point of contact and maintained relationships with external quality review vendor. 
  • Performed quality assurance audits on all routine and complex investment transactions. 
  • Validated data, identified trends, and recommended changes to processes, procedures, policies, and training needs. 

quality specialist

  • To identify the root causes, trends, patterns and risks of quality defects by analyzing quality data using quality tools and techniques.
  • Use of Geo mapping and Geo editor tools to investigate the delivery parcel not received by the customer and to identify the fraud insight of the whole situation.
  • To Conduct root cause analysis of delivery not received by analyzing the driver’s feedback, trends, reviews, chats, route map of driver’s journey.
  • Also to Identity and prevent the fraud customer profile for any repetitive Discount and refund trend.
  • To update quality documentation and communicate to carry forward the lessons learned from quality Concerns. 

quality specialist

  •  Quality Assurance Analyst for a Cable TV account(inbound and outbound support)
  • A team player who coach and monitors agent calls on a daily basis with touch base from TL and OM
  • DSAT Analysis/detractor scrubbing, reporting, coaching sessions and quality talks. 
  • Sales POC
  • Ensure call compliance with company policies or procedures for customer and technical support., ensure all Sales meets the quality standard 

quality specialist

  • Performing regular call and ticket audits, according to Stefanini Best Business Practices and specific project requirements;
  • Ensuring an objective evaluation of these calls and tickets, based on the project’s specific knowledge and processes, company and client expectations, providing scoring guidelines and calibration sessions;
  • Providing feedback to agents and their manager (Team Leader) in regards to the above mentioned audits, the overall score, positive aspects and areas of failure; provide regular reports on quality KPIs (call and ticket monitoring, QC ratio – mistaken escalations, complaints, CSAT score, etc);
  • Updating specific trackers and documents with the details of each audit, the results, details on feedback (eAudit or specific monitoring tool, monitoring and feedback trackers, etc);
  • Analyzing patterns and trends of call and ticket audits, for the entire team and on individual basis, to identify improvement needs; speaking up with these improvement ideas and following up through to implementation;
  • Analyzing Quality Concerns, complaints and compliments, Customer Satisfaction surveys, First Level Efficiency results for identifying areas of failure, runs root cause analysis and implements fixes as needed;
  • Designing individual (together with the agent’s manager) or team improvement plans based on all above items, as part of the Quality Issue process; 

quality specialist

  • Working on various use cases to ensure First time Delivery Success
  • Align with Station teams on the ground to ensure proper implementation of optimized delivery models
  • Fulfilling the Data science team’s requirements in terms of data handling and Quality
  • Writing queries in SQL to retrieve data for error checking and other manipulations

senior quality specialist

  • Independently consulted with executive management on special audits, studies, and special projects. 
  • Point of contact for external quality review vendor and contract coordination administration. 
  • Identified training needs, developed, and/or delivered coaching/training to meet requirements.
  • Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. 

senior quality specialist

  • Measures the quality of the agents’ performance. 
  • Meet daily quality assurance targets 
  • Responsible for helping the agents meet the target, calibration sessions for productivity improvement, call listening, and touch base with Team Leads for the focus agents. 
  • Responsible to do QA calibrations with other QA’s from main office and other branch for process improvements. 
  • Provide coaching and feedback to the agent being monitored and their respective supervisor. 
  • Prepare required monthly reports on QA results in a timely manner. 

quality specialist

  • Abstracts clinical documentation and assigns proper ICD-10 codes at designated time points according to coding convention and payer-specific limited coverage  guidelines. 
  • Interprets clinical documentation, including documentation from referral documents, EMR systems and other relevant sources.
  • Attend training classes to maintain certification licensure, keep abreast of new developments in the field, or maintain existing knowledge., including documentation from referral documents, EMR systems and other relevant sources.
  •  Secured numerous company achievement awards for delivery of exceptional customer service.

quality specialist

  • As a quality specialist responsible for the audit and test the DNR cases for the validity. 
  • In online business delivery associates perform the various frauds and mistakes we perform the audits on the data.
  • check weather it is a technical error,DA mistake,customer executives mistakes and other reasons and perform the action accordingly.
  • for technical error we write the queries for respective team to correct it and if it is DA mistake we audit it that accordingly.
  • Observe the DA’s actions and our team take the necessary action on the DA.
  • Sometimes customer executives gives the unnecessary refunds and sometimes bluff the genuine.
  • We take the calls and chats between customer and customer executive analyse it.

quality specialist

  • When needed, deliver coaching sessions targeted to improve the agents knowledge, soft-skills, process awareness);
  • Submitting ideas on improving existing processes, improving the team’s knowledge and performance;
  • Actively participating in client meetings that cover quality topics (monitoring results, QC or FLE performance, complaints, CSAT survey);
  • Contributing to a team environment by actively sharing knowledge, expertise and best practices across the quality horizontal;