Results-driven Quality Analyst and Customer Service Representative with proven expertise in the healthcare BPO industry. Skilled in call and transaction monitoring, compliance auditing, and delivering accurate, HIPAA-compliant customer support. Adept at identifying process gaps, conducting root cause analysis, and providing coaching to improve agent performance and overall quality metrics. Strong knowledge of US healthcare processes for billing and enrollment. Recognized for excellent communication skills, attention to detail, and the ability to drive high-quality customer experience while ensuring operational efficiency.
