Harold Gallaher

Quality Assurance Support Specialist @DAS Health

Charlotte, NC

Planned, designed, and implemented complete QA monitoring and scoring guidelines• Utilize weekly call monitors and reviews to help determine and address any performance issues quickly and effectively.• Follow established organizational processes; enforce processes within department• Generate and distribute a variety of weekly, monthly, and quarterly KPI reports.• Provided quality service to customers requesting service via phone or e-mail. • Run one-on-one and group and individual meetings with team of 15+ agents to ensure consistent communication and performance.• Systems and QA training for all new hires throughout the company including tech support, sales, project management. • Review CSAT survey results and assign to sales staff to follow up with clients on all negative reviews• Daily check of Unassigned support ticket queues to ensure SLAs are being met. Escalate cases to management if necessary• Run daily systems check of after-hours paging system. • Accept inbound support calls in the overflow queue. Open a new support ticket and route to next available support tech. • Part of the Salesforce UAT team to integrate Itelagen and DAS versions of Salesforce. • Part of the Mission One team. Created to organize charitable activities to help in our communities and team building activities within the company.