Detail-driven Quality Assurance & Compliance Specialist with hands-on experience auditing customer interactions, enforcing policy adherence, and safeguarding regulatory compliance in high-volume BPO environments. In my current role, I perform routine audits on customer interactions to ensure protocol and legal compliance, investigate high-priority escalations using root-cause analysis, and monitor operational risk to support corrective action plans that protect client partnerships and service quality. This QA and compliance foundation is backed by prior experience in billing dispute resolution, healthcare insurance support, and technical troubleshooting — giving me a strong understanding of both the customer-facing process and the standards it needs to meet. I'm skilled at spotting recurring issues before they become risks, documenting findings clearly, and partnering with operations to keep service delivery consistent, compliant, and client-focused.
