QA Supervisor / BI Reporting Analyst

Matthew Pearson

Email: **********@*****.***

Phone: 903-***-****

LinkedIn: https://www.linkedin.com/in/matthew-j-pearson/ CAREER SUMMARY

QUALITY ASSURANCE SUPERVISOR (AUGUST 2023 – PRESENT) CAREINGTON INTL. Quality Assurance (QA) Supervisor of Careington contributing to regulatory compliance, managing two quality control teams and prioritizing process optimization.

● QA Supervisor of Careington International supporting the contact center’s adherence to standards. I manage data collection & modeling for KPI reports, targeted monitoring, and root cause analysis.

● Managed teams during a major platform change, motivating the team to quickly adapt and minimizing business disruption.

● Developed training material for investigating contact center employees for call avoidance and identifying negative trends in agent behavior.

● Scoped and delivered a module for the company’s AI system which located calls containing mentions of complaints or legal action. This allowed issues to be investigated prior to their escalation.

SENIOR QUALITY ASSURANCE SPECIALIST (JULY 2021 – AUGUST 2023) CAREINGTON INTL. Senior QA Specialist and Team Lead for the night shift of 24/7 QA services; delegating tasks to team members and monitoring productivity to meet management expectations.

● Managed team efforts for evaluating agent interactions for quality and compliance.

● Exported raw data for call center interaction evaluations and organized it into monthly reports which highlighted call center adherence to client service level agreements.

● Performed regular audits of my team’s time management and performance. QUALITY ASSURANCE SPECIALIST (MARCH 2018 – JULY 2021) CAREINGTON INTL. QA Specialist; responsible for reviewing agent interactions to ensure quality, verifying HIPAA compliance, and answering call for the company’s telemedicine service.

● Reviewed agent interactions to ensure quality and verify compliance with HIPAA regulations and clients’ business rule agreements.

● Answered calls for telemedicine service, which included assisting customers with platform navigation, setting up medical consultations, and instructing some patients to seek emergency care. This also involved coordinating with telemedicine clinicians to ensure timely consultations.

● Received the Careington Humanitarian Award for an Exceptional Act of Courage in 2019. OPERATIONS REPORTING ANALYST (DECEMBER 2016 – FEBRUARY 2018) CAREINGTON INTL. Operations Reporting Analyst; responsible for generating Third Party Administration (TPA) remittance reports and acting as primary point of contact for client payment dispute.

● Generated TPA remittance reports for clients and acted as a point of contact for clients when issues arose.

● Assisted the Finance department with their monthly reconciliation, which maintained accurate payment history within proprietary software.

● Performed technical documentation for enhancements of proprietary systems and created report templates as requested.

● Developed & implemented Visual Basic (VBA) macros to improve time efficiency of report procedures.

EDUCATION & CREDENTIALS

DATA ANALYST ASSOCIATE (PL-300) Microsoft, Credential ID: 996234428 (February 2024) B.A.A.S, BUSINESS & OPERATIONS MANAGEMENT University of North Texas, Denton, Texas (2023)

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