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Competências
Experiência
Quality Assurance Analyst
Health Prime (US Healthcare RCM BPO)
2025-10 - 2026-07
Executed internal quality audits on over 1,000 monthly interactions, maintaining 100 % data‑entry accuracy. Led a continuous‑improvement initiative that raised quality scores from 78 % to 93 % across eight hospital accounts within four months. Built Power BI dashboards and advanced Excel reports to translate audit findings into actionable insights for operations leaders. Coordinated weekly cross‑border calibration sessions with US auditing teams, reducing claim‑scoring mismatches by 11 %.
Junior Quality Assurance Analyst
Health Prime
2024-10 - 2025-10
Performed end‑to‑end audits of medical‑billing claims, ensuring compliance with Quality Management System standards and SOPs. Conducted root‑cause analyses to identify recurring defects and delivered corrective‑action reports to Operations and Training teams. Supported documentation of audit results and contributed to process‑improvement recommendations.
Quality Assurance Associate
Alorica (Global BPO)
2023-11 - 2024-10
Conducted quality inspections on raw, in‑process, and finished workflows, documenting non‑compliance and recommending corrective actions. Delivered QA training sessions to operations teams, reinforcing a culture of quality across the organization. Assisted continuous‑improvement projects by providing data‑driven insights and audit findings.
Merchant Support Representative – SME
Alorica
2022-10 - 2023-11
Resolved 80 % of complex e‑commerce escalation volumes as a Subject Matter Expert, ensuring SLA‑compliant resolution times. Handled high‑volume inbound and outbound calls, emails, and chats for B2B partners and merchants, maintaining consistent quality and responsiveness. Accurately documented all interactions and case notes in CRM tools, preserving data integrity for future reference.
Idiomas
Spanish
native
English
intermediate
Última atualização: há 1 semana