Quality Assurance Lead for Call Center Ops

David Donahoo

Pace, FL ***** 850-***-**** *****.*******@*****.***

PROFESSIONAL SUMMARY

Quality Analyst with 7+ years of progressive experience in call center operations, specializing in quality assurance program design, process optimization, and performance improvement. Proven track record of driving measurable gains in agent effectiveness, customer experience, and operational efficiency through data-driven insights and targeted coaching. Trusted partner to leadership, known for building scalable quality frameworks and fostering accountability across teams.

SKILLS

Quality assurance & audit processes

Procedural gap analysis

Customer service coaching

Data analysis and reporting

Performance management

Training and development

Documentation & compliance

Strong problem-solving

Multitasking in high-volume environments

Quality improvement

Data analysis

Mentoring and training

WORK HISTORY

QUALITY ANALYST 01/2019 to 01/2026

Junk King LLC Waco, TX

Led and evolved quality assurance programs supporting 50–60+ agents across sales, customer care, and franchise support

Designed QA roadmaps, grading rubrics, audit forms, and reporting dashboards used by leadership for performance decisions

Delivered coaching, written feedback, and calibration leadership to improve scoring consistency and agent performance

Identified procedural gaps and system issues; partnered with leadership to drive process improvements

Conducted comprehensive audits to identify process inefficiencies and recommend improvements

Produced weekly/monthly trend reports highlighting quality, compliance, and operational risks

Acted as Manager on Duty and cross-functional resource for agents, franchisees, and leadership

Contributed to operational changes that increased sales conversion by 20%

Quality Analyst, Customer Care (Jan 2022 – May 2025)

Customer Care / Franchise Support Lead (Jan 2021 – Jan 2022)

Sales Representative (Jan 2019 – Jan 2021)

MEDICAL CLAIMS EXAMINER 11/2016 to 01/2019

Change Healthcare (McKesson) Pensacola, FL

Reviewed medical claims for proper billing, duplicates, and payment integrity

Managed reports and ran processes to flag unreviewed claims

Provided customer support via tickets and email

Participated in training and quality reviews for new examiners

DISPATCH COORDINATOR 07/2016 to 11/2016

CapGemini – GE Healthcare Pensacola, FL

Coordinated with medical providers to create and route service tickets

Ensured accurate dispatching of engineering service requests

CLAIMS ADMINISTRATOR 04/2012 to 02/2016

BrownGreer PLC Gulf Shores, AL

Promoted from assistant to QA reviewer with a 110% productivity rate and 94% accuracy

Managed sensitive claims, ensured court compliance, and documented disbursements

Conducted data reviews and implemented corrective actions as needed

EDUCATION

BSBA Business EXPECTED IN 05/2028

University of West Florida

Expected Completion Spring 2028

AA Liberal Arts 08/2025

Pensacola State College

Completed August 2025

REFERENCES

References available upon request.

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