Call/Chat/Email Quality Audit, Training, Operations Management, Virtual Medical As

With 5+ years of experience as a Quality Assurance professional with strong expertise in monitoring and evaluating customer interactions to ensure compliance, accuracy, and service excellence. Skilled in conducting audits, calibration sessions, scorecard evaluations, and root cause analysis to identify performance gaps and drive continuous improvement. Experienced in providing actionable coaching and feedback to improve agent performance, customer satisfaction, and operational efficiency. Proficient in quality monitoring for phone, chat, and email support across multiple industries including telecommunications, retail ecommerce, finance, travel, and customer service operations. Strong understanding of KPI management, compliance standards, escalation handling, documentation accuracy, and process improvement initiatives. Adept at collaborating with operations, training, and leadership teams to maintain quality standards and support overall business performance.

Maintain HIPAA-compliant documentation in EHR. Manage appointment scheduling, confirmations, reminders, and follow-ups. Upload laboratory results and other medical-related documents to patient records. Ensure invoices are sent on a timely basis. Exceptional customer service skills