Javonne Anthony Email & Phone Number

Concord, Nc, Us

Driving Excellence:Crafting and executing a comprehensive quality assurance strategy with measurable goals and objectives for organizational success.Establishing and maintaining QA policies, procedures, and best practices, ensuring alignment with industry standards.Innovation in Collaboration:Collaborating seamlessly with cross-functional teams, including development, product management, and customer support, to embed quality processes throughout the software development lifecycle.Team Leadership:Leading and managing the QA team, providing mentorship, guidance, and conducting performance evaluations to foster a high-performing culture.Automation Leadership:Spearheading the adoption of QA automation tools and technologies, overseeing the selection, implementation, and maintenance of testing frameworks and platforms.Data-Driven Excellence:Monitoring and analyzing key quality metrics, identifying trends, and areas for improvement to enhance overall organizational performance.Compliance Assurance:Planning and overseeing the execution of regular audits to ensure compliance with internal processes, industry standards, and regulations.Root Cause Expertise:Conducting root cause analysis for defects, collaborating with relevant teams to implement corrective actions and preventive measures.Continuous Improvement Advocate:Staying current with industry best practices, emerging technologies, and relevant regulations to continuously elevate the QA function.Effective Communication:Communicating effectively with stakeholders at all levels, providing regular updates on quality initiatives and issues.

Charlotte, North Carolina, United States

Charlotte, North Carolina, United States

Charlotte, North Carolina, United States

Charlotte, North Carolina, United States

Training Agents for Success:Spearheaded comprehensive training programs for agents specializing in Medicare, Health, and Life Insurance products to enhance their expertise.Excellence in Call Quality Assurance:Executed proactive investigations and coaching strategies to maintain peak call quality, ensuring a seamless customer experience.Identified and rectified deviations from predefined standards, addressing procedural gaps and conflicts.Compliance Champion:Ensured unwavering compliance with legal and regulatory standards, showcasing a commitment to upholding industry best practices.Collaborated seamlessly with Compliance and Legal teams, navigating hierarchical processes to address call violations effectively.Performance Metrics Mastery:Orchestrated the team's efforts to meet and exceed performance metrics, showcasing a results-oriented approach to quality assurance.Stayed Ahead of Regulations:Maintained an up-to-date knowledge of Federal CMS and State legal requirements and standards, incorporating them seamlessly into daily operations.Led comprehensive Call Center Quality Assurance training sessions, aligning the team with evolving regulatory requirements.