La Tisha Lee
Columbia, SC,United States
Summary
Results-driven Lead Quality Associate with a strong focus on HIPAA compliance, data analysis, and process improvement. Proven ability to enhance advocate effectiveness through root cause analysis and quality assurance initiatives.
Overview
10
10
years of professional experience
Work History
Lead Quality Associate
Conduent, Inc.
Remote, US
05.2016 - Current
- Conducted evaluations of advocate interactions for compliance with HIPAA and quality standards.
- Delivered actionable feedback to advocates regarding effective call handling techniques.
- Analyzed call metrics, identifying key trends to ensure timely call handling.
- Worked alongside quality management and operational departments to launch quality assurance initiatives.
- Executed root cause analysis to identify factors affecting quality metrics.
- Coordinated scheduling of outlier workshops and follow-up assignments with quality team members to improve advocate effectiveness.
- Developed training materials for workshops and assessed attendance and follow-up data to ensure continuous improvement.
- Established a gauge panel comprising quality associates and operational supervisors to reinforce evaluation standards.
Education
High School Diploma -
Richland Northeast High School
Columbia, SC06-1998
Some College (No Degree) - Information Technology
Midlands Technical College
West Columbia, SCSkills
- Quality assurance
- HIPAA Compliance
- Call evaluation
- Compliance monitoring
- Data analysis
- Root cause analysis
- Process improvement
- Project management
- Team collaboration
- Critical thinking
- Attention to detail
- Effective communication
- Time management
- Problem-solving
- Office Suite proficiency
- Creative analysis
Timeline
Lead Quality Associate
Conduent, Inc.
05.2016 - Current
High School Diploma -
Richland Northeast High School
Some College (No Degree) - Information Technology
Midlands Technical College