A diligent, results-oriented professional with more than five years of experience in quality assurance audit of the Technical and Healthcare Industry processes in a BPO setting. Successfully pioneered and established quality standards and scorecards across various LOBs that assess adherence to company, regulatory and HIPAA policies and procedures, improving the overall quality and productivity. Identified training needs and negative trends from customer experience and streamlined the escalation process with the process improvement team, finding areas for refinement and formulation of recommendations. A dependable team-player, able to listen to the needs and views of others and interacts easily with people of diverse backgrounds, cultures and age levels.
