Quality Assurance Qa Analyst
Resume:
Rosy Brito
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Professional Summary
Results-driven legal and compliance professional currently working in marketing compliance, with extensive experience in CMS guidelines, ACA-related processes, internal audits, and insurance industry operations. Former practicing attorney in civil, labor, and workplace health and safety law, now applying that background to ensure regulatory accuracy and quality assurance in marketing materials within the U.S. healthcare and insurance sector.
In my current role, I review and monitor marketing materials for regulatory compliance, ensure adherence to CMS marketing guidelines, and support internal teams throughout the compliance review lifecycle. I also draft internal documentation to support compliance operations and effectiveness, and I deliver training on best practices to reinforce policy adherence and risk mitigation.
Experienced QA Analyst and QA Auditor with a proven track record in quality assurance monitoring, audit execution using scorecards and regulatory criteria, and identifying areas for process improvement. Proficient in ACA and CMS complaint investigations and leveraging automation to streamline compliance workflows. Strong expertise in conducting compliance investigations in highly regulated environments, including complaint analysis and reporting of ethical concerns within call center operations.
Bilingual in English and Spanish, with excellent skills in interpreting complex regulations and communicating effectively with both internal stakeholders and external agencies, including CMS.
Work History
Norvax LLC/Gohealth - Marketing Compliance Specialist
Remote
06/2022 - Current
Manage submission of partner and 3rd party marketing materials to carriers for review, revision, finalization, and preparation for filing with CMS.
Maintain a log of each carrier's review process, including timing, specific documentation preferences, and communication requirements.
Handle intake of partner and 3rd party marketing materials for legal review.
Work with internal and external marketing professionals to ensure compliant materials are used for marketing efforts.
Assisted with and maintained documentation oversight of all marketing materials used.
Norvax, LLC - Compliance Analyst
Remote
10/2021 - 06/2022
Stayed current with the latest changes to applicable regulatory standards and company procedures.
Applied knowledge of Medicare Federal Regulations to complete more than 1,200 accurate compliance investigations.
Responsible for the Inbox and assigning the complaints to the team.
Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
Kept informed regarding pending industry changes, trends, or best practices.
Entered into record-keeping systems appropriate data needed.
Updated databases and produced reports outlining the results of investigations.
Translated into Spanish documents to support the Bilingual Quality Assurance Team.
Investigated Carriers and CMS's complaints.
Supported Team Sales and QA Managers on compliance-related issues.
GoHealth - QA Analyst Auditor
Charlotte
09/2020 - 06/2021
Completed approximately 400 internal audits to attest to the accuracy of quality assurance analysts.
Responsible for answering questions in Quality Chat.
Completed internal Disputes.
Provided regular updates to team leadership on quality metrics by communicating consistency problems or deficiencies.
Provided statistical reports for the leadership team and quality improvement programs.
Administered internal quality audits and assessed results to inform corrective action measures and help Quality Analysts meet and exceed quality standards and reduce compliance risks.
Participated in departmental meetings to establish short- and long-term strategies.
Collaborated with management in a liaison program to train Sales Agents on improved processes and assisted with creating and maintaining quality training.
Collaborated with the Compliance Department to complete Spanish-speaking consumers' Complaints.
Translated different documents into Spanish to post on the Company Webpage (Disclaimers, Disclosure, Call Flow, Scorecard,
and definitions)
GoHealth - Quality Analyst
Charlotte
02/2020 - 09/2020
Responsible for attesting to the Quality of the customer services provided by Sales Agents.
Provided regular updates to team leadership on quality metrics by communicating consistency problems or deficiencies.
Provided statistical reports for the leadership team and quality improvement programs.
Participated in departmental meetings to establish short- and long-term strategies.
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
GoHealth - Bilingual Insurance Sales Agent
09/2019 - 02/2020
Handled outbound and inbound calls related to qualifying individuals interested in purchasing health insurance coverage.
Explained advantages, features, and disadvantages of various policies to promote the sale of plans.
Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Provided linguistic support to other Agents with Spanish-speaking customers.
Jonh Dereck Minestries - Freelance Translator
Charlotte
03/2017 - 11/2018
Listened to recordings and translated.
Translated documents and books.
Updated existing translations to meet contemporary trends in communication.
Conferred with subject matter experts and other colleagues to establish a precise understanding of specialized concepts.
Brito-Brito & Associate Law Firm - Attorney at Law
San Felipe-Yaracuy, Venezuela
03/2010 - 08/2016
Represented clients in labor law, workplace safety, and corporate litigation, including court hearings and settlement negotiations.
Conducted legal research, drafted contracts and legal documents, and advised businesses on regulatory compliance and risk management.
Advocated for worker protections and occupational safety through legal counsel and litigation support.
*******@*******.***
Cornelius, NC 28031
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Skills
Bilingual Communication Skills in Spanish and English
Compliance investigations
Internal auditing and corrective actions
Skilled in call center Environments
Compliance, Tracking and Reporting Software (Red Oak)
Jira, Salesforce, and Broker Office Software
HIPAA/ACA Regulations
AML and Health and Life Insurance Regulations
Strong ethics and interpersonal skills
Flexible and adaptable
Organized with a High level of attention to detail and analytical skills
Research and Documentation skills
Education
10/2018
UNC Chapel Hill
North Carolina.U.S
Paralegal Certificate: Law
1997
Santa Maria University
Caracas-Venezuela
M.D.: Labor Law
1994
Santa Maria University
Caracas-Venezuela
J.D.: Lawyer
Certifications
CERTIFICATIONS & CONTINUING LEGAL EDUCATION
Health and Life Insurance License Agent. 2019
Workers' Compensation. University of North Carolina. Continuing Education. 2017
Employment Law Fundamentals. University of North Carolina. Continuing Education. 2017
Legal Nurse Consulting. University of North Carolina. Continuing Education. 2017
RB
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