Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hannah Grace Joy Pedrezuela

Quality Analyst
Pasig City, PH

Summary

Quality Analyst with extensive experience in quality assurance and root cause analysis. Proven track record of enhancing compliance with healthcare regulations and providing actionable insights to improve service quality. Skilled in data analysis and client engagement, fostering effective communication and collaboration across teams. Strong analytical abilities, meticulous attention to detail, and comprehensive knowledge of quality control processes drive continuous improvement and impactful results.

Overview

9
9
years of professional experience

Work History

Quality Analyst

Cognizant Technologies
11.2019 - Current
  • Monitors all types of inbound, outbound and email transactions to ensure outputs are within the
    client's specified standards, customer's relevant needs and are compliant to both enterprise and
    federal governing policies.
  • Conducts people, process and product insights through group discussions, meetings, calibration
    and coaching sessions.
  • Provides actionable insights via quality analysis & RCAs, bring in critical & constant updates
    and quality feedback in the contact center and recommend strategic action plans.
  • Builds and maintains quality processes through preventive & control measures and ensure
    documentation all throughout the contact center process cycle.
  • Support a layered quality assurance framework, including secondary reviews of audit calls conducted by an independent auditor.
  • Review and resolve first-level quality disputes raised by operations teams, ensuring adherence to established QA guidelines and maintaining fairness in audit evaluations.
  • Manage workload allocation for Quality Analysts across multiple sites, ensuring equitable distribution of tasks to maintain balanced productivity and fair job assignments.

Customer Service Representative

Cognizant Technologies
09.2018 - 10.2019
  • Answer incoming calls about insurance coverage (Eligibility, Benefits, Authorization, Claims etc.)
  • · Utilize resources to resolve patient issue and complaints, handle billing/invoice for premiums Outbound calls to provider make sure our members received the care they need if necessary
  • · Communicating effectively and professionally with members, healthcare professionals and vendor

Customer Service Executive

HCL Technologies
10.2016 - 04.2018
  • Offering products and services and generating company's sales and income
  • · Meet or exceed day quotas or productivity
  • · Provide accurate, valid, and complete information by using the right methods

Education

Business Administration

Polytechnic University of The Philippines
Lopez, Quezon
04-2016

Skills

    Healthcare Industry Standards (HIPAA, HITECH, etc)

    Quality Assurance & Auditing

    Root Cause Analysis and Corrective Action

    Data Analysis and Reporting

    QA Tools (Genesys, Verint, Salesforce, Facets)

    Microsoft Office Suite (Excel, Word, Powerpoint)

    Customer Service and B2B

    Client Servicing

    Basic Pharmacy Knowledge

Timeline

Quality Analyst

Cognizant Technologies
11.2019 - Current

Customer Service Representative

Cognizant Technologies
09.2018 - 10.2019

Customer Service Executive

HCL Technologies
10.2016 - 04.2018

Business Administration

Polytechnic University of The Philippines
Hannah Grace Joy PedrezuelaQuality Analyst