Aby Mathews Maluvelil

Customer-focused operations professional with experience in health informatics, patient safety, call centre quality assurance, high-volume case handling, and client communication. Proven ability to manage customer interactions, resolve issues efficiently, and support service quality improvement. Strong communicator with experience in remote collaboration, performance tracking, and handling sensitive information.

Patient Safety Specialist II at Fortrea Inc. (2022-08 – Present)

Managed high-volume case workflows and ensured service quality through stakeholder collaboration and documentation.

• Managed high-volume case workflows requiring timely communication with internal stakeholders and partners
• Responded to queries and follow-ups, ensuring resolution within defined SLAs
• Handled sensitive information with professionalism, accuracy, and confidentiality
• Collaborated across teams to resolve issues and ensure continuity of service delivery
• Supported audit and inspection readiness through clear documentation and communication

Health Information QA Analyst at MedChart Inc. (2020-09 – 2022-08)

Processed and reviewed client records while performing quality checks in high-volume processing environments.

• Processed and reviewed client records while coordinating with internal teams to resolve discrepancies and requests
• Communicated updates and clarifications to stakeholders to ensure timely completion of requests
• Performed quality checks on outputs, ensuring accuracy in high-volume processing environments
• Maintained organized documentation and tracked progress across multiple requests

QA Analyst at Teleperformance Canada (2019-03 – 2020-02)

Performed quality monitoring and provided trend data analysis to management for call centre operations.

• Performed call/chat monitors and provided trend data to the site management team
• Used quality monitoring data management system to compile and track performance at team and individual level
• Performed monitors of customer care email responses
• Coordinated and facilitated call calibration sessions for call centre staff
• Prepared and analysed internal and external quality reports for management staff review

Safety Data Analyst at Sciformix Technologies (2016-04 – 2018-02)

Processed adverse event claims and ensured regulatory reporting with medical coding and patient record management.

• Received and processed adverse event claims via calls/email and ensured regulatory reporting in a timely manner
• Medical coding using MedDRA and WHO drug dictionaries
• Maintained accurate patient records and ensured completion of data by contacting the patient/physician via medical contact centre and responded to questions or concerns
• Training the team members on system tools and methodologies

Master's Degree in Health Informatics – University of Toronto (2025)

Diploma/Certificate in Health Informatics – George Brown College (2020)

Bridging Program in ITMD – Ryerson University (2018)

BDS in Dental Surgery – Maharashtra University of Health Sciences (2014)