Quality Assurance Coordinator

NINA CALEB-KEITH

Newport News, VA ***** 757-***-**** ***@***.***

PROFESSIONAL SUMMARY

Dedicated, detailed oriented and result driven individual seeking a professional position to utilize my knowledge, plus soft skills to enhance company’s platform. Over ten plus years using the ability to customize procedures and policies related to the environment.

SKILLS

• ISO HIPPA Privacy Act Laws

• Microsoft Suite: Word, Excel, Power Point

• Microsoft Teams Zoom Host

• Communication (verbal & written)

• Time Management

• Strong attention to detail

• Quality Assurance Standards

• Coaching and Development

• Root cause analysis Conflict resolution

• Call monitoring and scoring

• Performance metrics tracking

• Facilitate and scribe Calibration meetings

WORK HISTORY

Senior Quality Assurance Coordinator, Remote - 1/2022 to 7/25/25

Maximus – Hampton VA

Projects: Arkansas ES, Maine SMB, NYIA (New York)

Monitor – Evaluate: Quality Control Specialist, Eligibility Specialist and CSRs on performance, adherence and behavior regarding specific project guidelines and policies.

• Provide feedback to individuals and management for continuous methods of improvement and KUDO.

• Utilize the projects/ State systems, QCAT, Genesys, Share Point to document performances.

• Continue to follow International Organization for Standardization (ISO) and HIPPA guidelines.

• Responsible for being current on Maximus and projects policies and procedures.

• Perform other duties, training and QA meetings assigned by management.

• Build professional relationships with management, peers and agents.

Quality Assurance Coordinator, 09/2018 to 12/2021

Maximus – Hampton, VA

Projects: LARA (Louisiana) and PA CHC (Pennsylvania), Vermont, NHUI (New Hampshire), NJSBE (New Jersey, Medicaid/ Health Care Eligibility platforms)

Monitor – Evaluate: 150 – 285 CSR calls monthly to meet project goal.

• Ensure agents are following HIPPA Privacy Act laws at all times.

• Continued education regarding Maximus and Projects' policies and procedures.

• Performed weekly desk audits, Virtual Workspace violations and report any agent call violations.

• Submit Mid-Month and End of Month summary report to management.

• Facilitate or Scribe: Project calibration meetings, PIV, 70% or below workshops, group and one on one coaching sessions with agents.

• Continue to build working relationships with management, peers and agents.

• Assisted Privacy Department with monthly Virtual Workspace Audits

Customer Client Representative, 10/2017 to 08/2018

Maximus – Hampton, VA

Projects: LARA(Louisiana) and PA CHC (Pennsylvania)

Receive calls from new or existing applicants.

• Follow HIPPA Privacy Act laws at all times.

• Submit new or renewal Medicaid applications and educate members on Health plans for Louisiana residents.

• Assist Spanish or other language members with interpreters.

• Process enrollments, transfers online and educating members on health plans available in Community Health Choice programfor Pennsylvania residents.

• Discuss problems, resolve issues and document complaints.

• Continued education regarding Maximus and Projects policies and procedures.

EDUCATION

Associate of Science Degree: Computer and Information Science Network Security Management, 2009

ECPI University - Newport News, VA

US Army Reserve:

Richmond, VA

• SP4 Personnel Record Specialist

• Processed new reserve soldiers 201 personal record files

Contact this candidate