Chiquitta Jones
Quality Assurance & Support Lead @Gohealth
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WORK HISTORY
Quality Assurance & Support Lead @Gohealth
Lead Quality Assurance operations across Tier One, Medicare Sales, and Final Expense campaigns, overseeing call performance, compliance alignment, and service quality assurance. Responsible for call monitoring, enrollment verification audits, dispute resolution, and cross-department collaboration to enhance workflow efficiency and agent performance. Focused on strengthening call quality expectations, ensuring regulatory accuracy, and elevating the overall member experience.Core Responsibilities & Skills• Conduct comprehensive call scoring with emphasis on compliance, benefit accuracy, tone, rapport, and customer experience• Perform Enrollment Verification audits ensuring CMS compliance, documentation integrity, and accuracy• Resolve agent disputes and QA escalations using fair, data-driven decision-making• Partner with Tier One leadership to improve call quality performance, scripting, and training focus• Identify quality gaps and recommend corrective action through coaching and trend analysis• Collaborate with Sales, Training, Operations, and Compliance to streamline workflows and reduce quality misses• Utilize deep Medicare and Final Expense knowledge to validate suitability, guide proper benefit representation, and ensure compliant plan conversations
EDUCATION
University of South Carolina
Computer and Information Systems Security/Information Assurance
ABOUT CHIQUITTA JONES
Passionate about creating a great work environment and helping others succeed. I have 10 plus years of customer service and sale experience, insight on company indexing and automatic bill paying systems. Proficient in Quality Assurance, managing and leading the way for growth.
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