Lujan Dirocco-Ramirez Email & Phone Number

New York, New York, United States

New York, United States

• Developed, trained and currently leading, a global remote QA team responsible for quality management of over 350 specialists across customer service and commerce departments. • Conducted QA calibrations with Quality Team and worked closely with QA leadership to continuously improve goal metrics and fulfillment. • Created OKRs and operational procedures to identify opportunities, knowledge gaps to up-skill team members deliver against OKRs through strategy and leadership.… Show more • Developed, trained and currently leading, a global remote QA team responsible for quality management of over 350 specialists across customer service and commerce departments. • Conducted QA calibrations with Quality Team and worked closely with QA leadership to continuously improve goal metrics and fulfillment. • Created OKRs and operational procedures to identify opportunities, knowledge gaps to up-skill team members deliver against OKRs through strategy and leadership. • Collaborated with teams across departments to identify areas of improvement that directly elevated the customer experience, and work-flow. • Created system and worked closely to comply with all client and federal guidelines, policies, and procedures to assure sensitive or confidential information is protected in accordance with rules and regulations. Show less

New York, United States

• Created and developed innovative quality systems and practices that helped support Oscar’s innovative venture into app based health insurance for in-person and remote workforce.• Quality Guidelines for all departments in company: Inside Sales, Broker Support, and Small Business• Quality Assurance Processes for Open Enrollment• Quality Assurance Scorecard in JIRA• Analyzed customer interaction to identify trends. • Weekly and monthly quality report systems to ensure company… Show more • Created and developed innovative quality systems and practices that helped support Oscar’s innovative venture into app based health insurance for in-person and remote workforce.• Quality Guidelines for all departments in company: Inside Sales, Broker Support, and Small Business• Quality Assurance Processes for Open Enrollment• Quality Assurance Scorecard in JIRA• Analyzed customer interaction to identify trends. • Weekly and monthly quality report systems to ensure company wide coaching.• Established Disciplinary Action Policy across all sales departments. • Coached, guided and supervised QA Team and Sales Coaches.• Hired and training.• Collaborated with Compliance to improve licensing & skilling process. • Lead QA for additional outsource call center Lighthouse for Oscar.• Customer escalation system and resolving. Show less