Mary C.

Key Skills

Software

No software listed

Top Subject Matter

Medicaid/Medicare client support QA and compliance

Workforce management analytics for customer service operations

Legal Services & Contract Review

Top Data Types

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Image

Document

Top Task Types

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Freelancer Overview

Client Result Associate / Quality Assurance (Medicaid agents, real-time SME & QA audits). Brings 16+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Verint and IEX. Education includes High School Diploma, Walbrook Senior High School. AI-training focus includes data types such as Medical, DICOM, and Text and labeling workflows including Evaluation and Rating.

Labeling Experience

Client Result Associate / Quality Assurance (Medicaid agents, real-time SME & QA audits)

Served as a client QA/SME supporting Medicaid agent workstreams with real-time accuracy checks and audit-based performance evaluation. Conducted daily call audits using Verint and internal QA tools, then delivered actionable coaching to improve compliance and issue resolution. Led weekly training and nesting sessions while maintaining team QA performance targets. • Evaluated agent-provided information flow and issue handling accuracy in a Medicaid context • Audited interactions for QA compliance and used findings to coach agents • Prepared and tracked performance metrics and compliance trends using Tableau and IEX • Maintained ~96% team QA score through ongoing review and feedback

2024 - 2026

Real-Time Analyst (Workforce Management) — SLA monitoring & performance reporting

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Performed workforce management real-time analysis for call, chat, and email queues to maintain SLA targets through ongoing operational monitoring. Entered and validated workforce data, schedules, and performance metrics with high accuracy to support planning and resource allocation. Produced daily and weekly performance reports for operational decision-making. • Monitored real-time channels (calls, chat, email) and validated queue performance • Adjusted staffing/scheduling using IEX to reflect volume fluctuations • Reported operational risks and performance updates to leadership • Maintained high accuracy when entering and validating workforce metrics

2017 - 2023

Education

Work History