Quality Analyst (Healthcare Mortgage) | Healthcare Sales Specialist
Leyte
Quality Assurance Analyst with experience supporting healthcare and mortgage campaigns in fast-paced BPO environments. Skilled in quality auditing, compliance monitoring, trend analysis, and process improvement, with expertise in HIPAA compliance and mortgage quality standards. Proven ability to collaborate with clients and cross-functional teams to drive continuous improvement, enhance service quality, and ensure compliance with client and regulatory requirements. Former Sales Development Representative with a strong foundation in Medicare health plans, customer engagement, and lead qualification.
Virtual Staffing Solutions, full_time
Sep 2024 to Jul 2026
Quality Analyst with experience in both healthcare and mortgage operations, specializing in quality assurance, compliance monitoring, process evaluation, and performance improvement. Currently supporting multiple healthcare campaigns by auditing patient scheduling, customer support, product inquiries, and healthcare-related interactions to ensure HIPAA compliance, documentation accuracy, and adherence to client standards. Experienced in analyzing performance trends, identifying process gaps, delivering actionable feedback, and driving continuous improvement initiatives. In addition to quality monitoring, regularly performs phone time to maintain operational knowledge and a firsthand understanding of agent workflows and patient experiences. Proficient in utilizing healthcare platforms such as ECW, ReferralMD, Salesforce, Five9, and other reporting tools to support quality, compliance, and service excellence.
Boldr Inc., full_time
Oct 2022 to Aug 2024
Sales Development Representative with experience in U.S. healthcare insurance campaigns, specializing in qualifying Medicare beneficiaries and generating high-quality leads for plan enrollment and policy review opportunities. Skilled in handling inbound and outbound calls, assessing eligibility, identifying customer needs, explaining basic Medicare plan information, and coordinating seamless warm transfers to Licensed Insurance Agents. Experienced in working within compliance-driven environments, meeting performance metrics, and delivering a professional customer experience while supporting lead conversion, appointment generation, and overall sales performance.