October 2023 - January 2024 | McLaren Health Plan

In a remote call center environment, it is particularly imperative to have a streamlined Call Quality Audit process to ensure your department is providing top notch customer service to your members/providers. At the time, my department did not have any type of quality audit process in place. However, as Department Director, I took the initiative to build out an entire Call Quality Audit process. This process included streamlined grading/auditing templates for each line of business, transparent scoring breakdowns with detailed expectations, leadership collaborations to ensure all audits were streamlined across the department, a detailed and fair dispute process, and AI efficiencies for assistance with automated scoring and transcriptions.

Key Areas of Leadership:
Quality Assurance • Customer Experience • Process Development • Performance Management • AI & Automation • Cross-Functional Collaboration • Change Management • Continuous Improvement