For the Department of Education contract, responsible for listening to recorded calls for collection on student loan debt, to validate proper handling procedures, adherence to compliance, FDCPA laws, regulations and organizational standards. Participated in weekly call calibration sessions with other remote QA staff and the Training Department. Contributed in preparation of quality reports for management review. Reported major violations to the Compliance Department for review and follow-up.

For a multi-employer trust fund that managed health, pension, and life insurance benefits, would oversee daily operations of the Enrollment & Eligibility department, the Health Eligibility system and member demographics. Coached, mentored and motivated a staff of 14 PSC Associates. Assisted with participant enrollment process; involved with planning for Annual Open Enrollment to ensure plan changes were made correctly and timely. Reviewed vendor discrepancy reports and responded to vendor inquiries. Assisted with preparation of letters and enrollment packets. Reviewed all incoming email and assigned to the appropriate department/person for handling. Participated in daily management meetings, business IT projects (end-user testing) and annual staff reviews.

Managed the Call Center UM Outpatient department for MedPoint, an MSO (Managed Service Organization for Anthem, Health Net, Blue Cross, etc.). With a staff of 12 - 15 call center clerks, ensured queue compliance with policy and procedures. Call center received incoming calls from members and providers inquiring on the status of their referral for services to see multiple specialties. Assisted staff with escalated calls, developed quick reference guides, and training materials. Daily, monthly reporting on call queue statistics (average hold time, call abandonment rate, number of calls waiting in queue, etc.), staff schedule adherence and agent log in/log out performance. Reported on call service levels and call abandonment rate, as well as unresolved issues related to delayed turn-around time on approving/denying requested referrals.

Manager of the Quality Assurance Performance and Analytics program for Kaiser Small Business Unit utilizing NICE Perform application. Leverage interaction analytics in call analysis to target training and process gaps, while improving overall the customer experience.Managed the QA department, with a staff of 4 Quality Analysts and 1 Project Manager, ensured compliance with policy and procedures across multiple lines of businesses that we supported. Evaluated 10 calls per agent/per month and provided monthly, quarterly, mid-year and annual reports on staff performance, making recommendations for process and quality improvement. Coached front-line staff that were not meeting established company QA target scores between 2 – 3 times per month in partnership with management.

As the Senior in the Quality Assurance Small Business Unit, I was responsible for monitoring of calls using NICE recording system for all of SBU. Would conduct and lead call calibration sessions, track results and report gaps, where appropriate. Responsible for reporting, trends analysis, creation and delivery of training programs for both SBU staff as well as Quality Analysts. Logging and tracking of sytem functionality issues and project management related to NICE. Continually support the Quality Assurance Manager.

Under the direction of a Lead QA Tester, would help implement and design testing methodologies in an effort to support Business requirements in the testing of KP HealthConnect (aka, Epic Resolute Professional Billing application). Testing would involve identifying the appropriate script, logging into the WITS environment (Workflow Integration Testing), and execution of detailed steps, as determined by the Business team. Results were then documented in Mercury Quality Center (aka, Test Director), as either Pass/Fail. Attending meetings with Business partners to strategize future regression testing projects with each new Epic Release or new package installation.

In a classroom setting, responsible for providing End-User and New Hire training EPIC (Resolute Professional Billing). Duties included classroom preparation, validation of classroom PCs, delivery of Instructor-led Training and Web-based Training. Review and maintenance of curriculum changes and updates. Training data validation, as well as building and designing training data into training environments. Assignments include 6 months of system testing on the new KP HealthConnect Professional Billing application - working with Resolute ACs, and, currently Training KP HealthConnect Professional Billing to End-Users.

For an online insurance comparison shopping portal, responded to consumer inquiries via email, Live Chat and phone. Would answer questions about InsWeb and the application process, site navigation, and assisted consumers with the on-line application process. Assisted with site navigation and browser settings to ensure successful results. Tracked all interactions using an Access database, while reporting all functionality issues or escalations to Team Leader. Accomplishments include designing a PowerPoint training presentation and being a part of the team that created the Customer Care Quality Audit Guidelines. Obtained P&C License (1999).

Evaluated inbound calls in the Member Services call center for quality, professionalism, adherence to company policies and procedures. Provided coaching, training and mentored new hire call center staff.