Quality Assurance Specialist & Customer Support Professional

Overview

Looking for part-time work (5 hours/day)

at $4.99/hour ($600.00/month)

High school diploma

Last Active

June 27th, 2026 (today)

Member Since

June 19th, 2026

Profile Description

Dedicated and customer-focused professional with strong experience in healthcare accounts, customer support, quality assurance, and coaching. Recognized for delivering high-quality service, ensuring compliance with policies and SOPs, and resolving complex issues with precision and care. Adaptable to roles that involve customer experience, healthcare support, and administrative tasks.

Key Skills & Expertise:

Quality Assurance:
- Conducts audits for calls, emails, and client interactions
- Ensures compliance with healthcare policies and standards
- Achieved 99.9% audit accuracy with a QA score of 4.89/5
-
Serves as Subject Matter Expert (SME) for QA and CE tickets

Customer Support:
- Handles inquiries on benefits, claims, eligibility, and enrollment
- Resolves complex member issues through detailed account analysis
- Provides escalation support for technical and account-related concerns
- Ensures consistent, positive customer experiences

Coaching & Development:
- Delivers structured coaching using Root Cause Analysis (RCA)
- Prepares KPI reports to track performance and compliance
- Provides real-time floor support and guidance during live calls
- Mentors trainees to close performance gaps and improve accuracy

Administrative Support:
- Documentation and record-keeping
- Case tracking and workflow support
- Preparation of reports and monitoring tools

Tool Proficiency:
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Communication tools (Microsoft Teams, Zoom, Outlook)
- Data tracking and reporting tools (Excel dashboards, basic reporting)
- Telephony & Contact Center Systems: Avaya, NICE CXone
- AI Tools: ChatGPT, Microsoft Copilot (for writing, content organization, drafting support)
Canva (basic design and content creation