Operations / Quality Assurance Analyst - Accenture - Charlotte, NC
(2021-04 - 2026-04)
- Conducted QA audits across calls, chats, and email interactions to ensure compliance, technical accuracy, policy adherence, and customer experience standards.
- Delivered coaching feedback focused on communication quality, compliance expectations, and performance improvement.
- Supported calibration efforts, reporting initiatives, documentation quality, and operational trend analysis.
- Assisted with PCI/PII compliance reviews, escalation reporting, fraud-prevention support, and risk mitigation initiatives.
- Supported onboarding coordination, reporting accuracy, escalation tracking, and operational workflows.
- Collaborated with operations, training, quality, and support teams to maintain workflow continuity and onboarding efficiency.
- Assisted with laptop setup, account access, onboarding readiness, and technical troubleshooting requests.
- Maintained escalation tracking and issue documentation to support operational continuity.
- Performed quality evaluations focused on compliance, communication quality, process execution, and customer experience standards.
- Supported customer service quality monitoring and audit documentation activities within a government support environment.
Operations / Quality Assurance Analyst - State of Massachusetts Client - Accenture - Charlotte, NC
(2021-12 - 2025-08)
- Conducted QA audits across calls, chats, and email interactions to ensure compliance, technical accuracy, policy adherence, and customer experience standards.
- Delivered coaching feedback focused on communication quality, compliance expectations, and performance improvement.
- Supported calibration efforts, reporting initiatives, documentation quality, and operational trend analysis.
- Assisted with PCI/PII compliance reviews, escalation reporting, fraud-prevention support, and risk mitigation initiatives.
Operations / Quality Assurance Analyst - State of Massachusetts Client - Accenture - Charlotte, NC
(2025-12 - 2026-01)
Operations / Quality Assurance Analyst - Project Momentum - Accenture - Charlotte, NC
(2025-08 - 2026-03)
- Supported onboarding coordination, reporting accuracy, escalation tracking, and operational workflows.
- Collaborated with operations, training, quality, and support teams to maintain workflow continuity and onboarding efficiency.
L1 Help Desk Support - Accenture - Charlotte, NC
(2025-11 - 2026-04)
- Assisted with laptop setup, account access, onboarding readiness, and technical troubleshooting requests.
- Maintained escalation tracking and issue documentation to support operational continuity.
Operations / Quality Assurance Analyst - State of Louisiana Client - Accenture - Charlotte, NC
(2023-09 - 2024-06)
- Performed quality evaluations focused on compliance, communication quality, process execution, and customer experience standards.
Operations / Quality Assurance Analyst - State of Kansas Client - Accenture - Charlotte, NC
(2021-04 - 2021-11)
- Supported customer service quality monitoring and audit documentation activities within a government support environment.
Quality Assurance Manager - GoHealth - Charlotte, NC
(2020-07 - 2021-02)
- Managed a team of 10–15 employees while conducting audits on phone calls, emails, and chats.
- Reviewed evaluations for technical accuracy, compliance adherence, policy execution, and performance trends.
- Provided reporting metrics to measure production, quality, and operational performance.
- Collaborated with Project Managers and Directors to support operational goals and workflow improvements.
Quality Assurance Auditor - GoHealth - Charlotte, NC
(2020-02 - 2020-07)
- Performed audits on phone calls, emails, and chats to evaluate compliance, technical accuracy, and customer experience quality.
- Monitored agent performance trends and customer satisfaction metrics.
Quality Assurance Analyst - GoHealth - Charlotte, NC
(2019-12 - 2020-02)
- Conducted quality reviews of customer contact events to ensure policy compliance and technical accuracy.
- Identified operational trends and process adherence concerns.
Benefits Advisor - GoHealth - Charlotte, NC
(2019-09 - 2019-12)
- Generated business opportunities through inbound leads, networking, referrals, and outbound calls.
- Analyzed customer needs to recommend benefits programs and services.
Selector / Picker - Harris Teeter - Charlotte, NC
(2021-03 - 2021-06)
Groundsman / Laborer - Asplundh Tree Expert Co - Charlotte, NC
(2019-01 - 2019-09)
Server / Waiter - Buffalo Wild Wings - Charlotte, NC
(2018-01 - 2019-06)
Server / Waiter - Cheddar's Scratch Kitchen - Charlotte, NC
(2017-07 - 2017-12)
Floor Associate & Cashier - T.J. Maxx - Concord, NC
(2017-02 - 2017-08)
Cashier / Stocker - Compare Foods Supermarket - Charlotte, NC
(2016-09 - 2017-02)
Sports Photographer - NCISL - Charlotte, NC
(2013-02 - 2016-09)
Auto Body Repair Technician - Quesada Autoparts - Charlotte, NC
(2012-08 - 2016-09)
