QUALITY ANALYST
COGNIZANT TECHNOLOGY SOLUTIONS
مجموع سنوات الخبرة :11 years, 11 أشهر
Duties:
• Develop and deepen strategic relationships with assigned accounts
• Conduct regular account reviews both with customers and internally on a scheduled and as needed basis
• Member of the core quality assurance team that performing audits
• Assist operations team which is responsible for the core enrollment process
• Involved in the complete application processing cycle including but not limited to Data Capture, Missing Information, Enrollment and Quality Check
• Responsible for all client level escalations
• Prepare 5 why and root cause analysis for all the errors marked
• Give feedback to the operations associate on the work done
• Prepare & publish MIS reports including daily, weekly & monthly reports
• Prepare client level presentations pertaining to process performance with different analysis
• Prepare daily workloads for staff & coordinating the daily allocation of work
• Implementing new ideas and initiatives
Accomplishments:
• Has a record of consistently achieving the highest productivity & quality
• Bagged three “Wah” awards, two “Opel” awards and “Phoenix - Performer of the quarter” for best performance
Duties:
• Responsible for optimizing revenue and profit from assigned accounts through deep data analysis
• Preparing daily workloads for staff & coordinating the daily allocation of work
• Handling new client enquiries and acting as the face of the business
• Dealing with and resolving problems and issues which arise
• Training and mentoring junior and new staff
• Monitoring & reporting on standards & performance targets
• Chairing weekly team meetings, focusing on targets & achievements
• Responsible for review & update training materials and train the new joiners
• Directly lead all aspects of performance for a group of 25-30 AR associates
• Motivating the team to achieve high standards and KRA targets
• Conducted internal audits & analyzed quality results to report error trends
• Responsible for monitor, measure and report team performance metrics
• Coordinated with the team to identify process improvement opportunities
• Responsible for building & maintaining relations with internal customers ( US team leads, Supervisor & manager )
• Worked on projects such as Pharmacy Bill review, Drug review & Interdent
• Planned & executed the process of lead generation for MMSEA & MSP
• Designed & initiated the End-to-End solutions & services for Payer business
• Was responsible for implementing ISO QMS & ISMS rules in the process
• Was part of ISO support team to ensure that the guidelines are met across all departments & perform regular audits
Accomplishments:
• Has a record of consistently achieving productivity & quality norms of 99%
• ‘MMSEA lead generation’ & ‘MSP reporting’ services earned few major clients for the company
• Was elected as a member of the Presidents’ club for two consecutive years
• Bagged eight centurion awards for best performance
Duties:
• Feeding and product, sales, purchase and other invoices to the computer
• Distributing the products to various outlets and receive from the node
• Maintaining the database of customers, outlets and distributors
• Creating reports for the management to analyze
Duties:
• Worked on various data processing projects pertaining to industries such as insurance, real estate, mortgage and medical
• Analyzing and debugging the improper and missing information
• Generating a qualitative document based on various inputs and documents
• Managing, retrieving and archiving documents
• Coordinating with various departments for the resolution of complaints
• Assisting the team lead in generating and maintaining daily work reports
Accomplishments:
• Achieved three ‘Performer of the month’ awards
• Received letters of appreciation from both company & client