Quality Assurance Analyst

Health Prime (US Healthcare RCM BPO)

2025-10 - 2026-07

Executed internal quality audits on over 1,000 monthly interactions, maintaining 100 % data entry accuracy for HIPAA‑sensitive records. Led a continuous‑improvement project that raised quality scores from 78 % to 93 % across eight hospital accounts within four months. Built Power BI dashboards and advanced Excel reports to translate audit findings into actionable insights for operations leaders. Coordinated weekly cross‑border calibration sessions with US auditing teams, reducing claim‑scoring mismatches by 11 %.

Junior Quality Assurance Analyst

Health Prime

2024-10 - 2025-10

Performed end‑to‑end audits of medical billing claims, ensuring compliance with Quality Management System standards and SOPs. Conducted root‑cause analyses to identify recurring defects and delivered corrective‑action reports to Operations and Training teams. Supported the documentation of audit results and contributed to process‑improvement recommendations.

Quality Assurance Associate

Alorica (Global BPO)

2023-11 - 2024-10

Conducted quality inspections on raw, in‑process, and finished workflows, documenting non‑compliance and recommending corrective actions. Delivered QA training sessions to operations teams, strengthening a culture of quality across the organization. Assisted continuous‑improvement initiatives by providing data‑driven feedback to process owners.

Merchant Support Representative – SME

Alorica

2022-10 - 2023-11

Resolved 80 % of complex e‑commerce escalations as a Subject Matter Expert, ensuring SLA‑compliant resolution times. Handled high‑volume multi‑channel inquiries (phone, email, chat) for B2B partners and merchants, maintaining consistent quality and responsiveness. Accurately documented interactions and case notes in CRM tools, preserving data integrity for downstream analysis.

Customer Service Representative / Customer Experience Associate

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