Paola - QA Analyst

Demonstrated experience with Meeting & Calendar Coordination.

Demonstrated experience with Email & Inbox Management.

Demonstrated experience with Document & Records Management.

Demonstrated experience with CRM & Database Management.

Demonstrated experience with Collaboration Tools.

Conducted quality audits on customer interactions across calls, chat, and email channels to ensure compliance and service standards.. Delivered agent coaching sessions and performance feedback to drive continuous improvement in customer experience metrics.. Participated in calibration sessions and collaborated with operations teams to align quality standards.. Managed revenue cycle management tasks, including billing audits, claim follow-ups, and documentation accuracy in a bilingual remote environment.. Monitored KPIs and prepared reports to support operational decision-making and process compliance.. Coordinated with clinical and administrative teams to resolve billing discrepancies and improve workflow efficiency.

Provided bilingual (English/Spanish) customer support across inbound and outbound channels, maintaining high CSAT and FCR scores.. Handled escalations, documented interactions in CRM systems, and contributed to quality improvement initiatives.. Recognized for consistent performance in adherence, quality scores, and customer satisfaction metrics across multiple campaigns.

Monitored live broadcasts for streaming talent, troubleshooting technical and equipment issues in real time.. Maintained ongoing team communication to sustain performance quality and morale.. Contributed to strategy discussions aimed at improving broadcast quality and engagement metrics.