Kim Smith Email & Phone Number

Philippines

Philippines

Alabang Muntinlupa

As a corporate quality analyst I am responsible for setting quality standards for incoming calls for a Healthcare Insurance US based company. I make sure that before the agents start taking in calls they are educated on the how they will be audited and graded. Most of my time as a QA is spent listening to recorded or live calls to ensure that the agents follow the correct flow of the call and metrics based on the client requirements. Based on the result of the audits, the agents are graded and coached to provide feedback. I also attend calibration sessions internally (within the account) and externally (with the clients) to assure that we are all calibrated when it comes to providing scores.

Joined a healthcare account group based in the United States reponsible for provider service inquiries regarding statuses of their member/patient's claims. After 6 months of taking calls I was chosen to be one of the Quality Assurance apprentice wherein I was trained on QA tasks and was given a role of also listening to everyday calls made by our representatives and check for accuracy of these calls. As a QA apprentice I was also involved in refresher trainings for our Most Help Needed agents to provide feedback on their performance and at the same time give them additional knowledge and new techniques that they may use to improve their quality score. After a year of being a QA apprentice I took a role of a Team Lead apprentice. This time I was given leader tasks including floor support with current teams we have on the operations and ABAY/nesting support. Whenever we have new waves/agents coming in I was tasked to provide support while they are taking in calls, lead discussion during their pre-shift and post-shift huddles, provide initial feedback on the calls made for the day etc. As am apprentice I was also trained on handling people or team and was given a chance to handle several teams in a 2 week duration. I am responsible for sending out daily reports/deliverables, coaching sessions with each team member, providing root cause analysis data to the quality team, updating my team members of the latest updates we have account wide and company wide.

Worked as an inbound sales representative for Sprint/Nextel and was promoted to CSR level 2 after 1 year of taking in calls. Job description mainly is to receive calls for customers who are interested in adding a new line of service, getting upgrades to new phones and acessory sales. Goal conversion should be met monthly and fortunately I was able to put up to the standards of the account.