Joel Gonzalez
People-First Leader | 9+ Years In Customer Service, Fintech, Healthcare, Startups & QA | Passionate About Company Success🏆
- Role
- Quality Management-service Center at Northwestern Medicine
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Joel Gonzalez
Passionate professional with focus on customer service, compliance and quality assurance leadership with experience working in healthcare,fintech,and startup call centers to ensure the highest compliance,customer service and quality outcomes possible.
Experience
Quality Management-service Center
Nov 2021 — Present · Chicago, IL, US
Monitoring and Reviewing Quality Assurance for the MyNM Service Center That Includes Calls,Emails and Ticket Requests Agents Assist With.Auditing and Scoring Daily For Best Practices,Processes,and Standards that the department created to insure overall that Compliance and Customer Service is always first priority. Observe and Inform any trends,gaps or training opportunities to leadership from an quality perspective for all communication channels.Calibration Sessions with Reps/Leadership To Review Quality Assurance Standards Within SOP To Perform An Excellent Job Performance-Executed the initiatives of the organization and Quality Management Systems-Known as the “go-to person” for areas including Quality Assurance,Compliance, Quality Audits-Created weekly agent performance reports based on compliance,knowledge and quality assurance standards and policies.
Education
Western Michigan University
Bachelor of Science - BS
Western Michigan University - Haworth College of Business
Master of Business Administration - MBA
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