Quality Assurance Specialist & Customer Support Professional

Overview

Looking for part-time work (5 hours/day)

at $4.98/hour ($600.00/month)

High school diploma

Last Active

July 6th, 2026 (today)

Member Since

June 19th, 2026

Profile Description

Dedicated Customer Service and Quality Assurance professional with over 4 years of experience in U.S. healthcare and telecommunications accounts. Experienced in customer support, quality auditing, coaching, and administrative operations. Known for high accuracy, strong compliance, and the ability to handle high-volume workloads while maintaining quality standards. Proven ability to analyze performance data, resolve complex issues, and support process improvements.

Key Strengths & Experience

Quality Assurance

- Conducts 200–300 audits for calls, emails, and customer interactions
- Ensures compliance with healthcare policies and SOP standards
- Achieved 99.8% audit accuracy and 4.89/5 QA score
- Serves as Subject Matter Expert (SME) for QA and complex customer experience tickets
- Identifies trends and process gaps to improve quality and consistency

Customer Support

- Handles 20–40 inbound inquiries daily (benefits, claims, eligibility, enrollment)
- Manages escalations and technical account issues with detailed analysis
- Provides accurate and compliant resolution based on policy guidelines
- Ensures positive and consistent customer experience

Coaching & Training

- Coached 40+ trainees using Root Cause Analysis (RCA) and structured feedback
- Developed KPI reports to monitor performance and compliance
- Provided real-time floor support during live operations
- Helped improve trainee performance and quality consistency

Administrative Support

- Documentation, record-keeping, and case tracking
- Workflow monitoring and operational support
- Report preparation using Microsoft Excel and Word

Tools & Systems

- Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Microsoft Teams, Zoom, Avaya, NICE CXone
- Basic data reporting and dashboards using Excel
- AI tools: ChatGPT, Microsoft Copilot
- Basic Canva for simple content creation