Devera Jackson
@deverajackson
Customer Support Quality Assurance & Training Lead driving improvements in service quality and team performance.
United StatesWhat I'm looking for
I am a results-driven Customer Support Quality Assurance & Training Lead with 15+ years improving service quality across financial services, healthcare, and technology-enabled environments. I design and execute QA audits, build training programs, and partner with cross-functional teams to optimize workflows, increase customer satisfaction, and drive operational efficiency.
I have a proven record of measurable impact — including improving call handling quality by 20%, boosting team productivity by 15%, and increasing customer satisfaction by 12% — and I bring strong experience in compliance (Medicare, ACA, HIPAA), KPI tracking, dashboarding, and coaching teams to higher performance.
Experience
Work history, roles, and key accomplishments
Designed and executed QA audits across voice, chat, and email, driving a 20% improvement in call handling quality and a 12% increase in customer satisfaction through targeted coaching and workflow refinements.
Quality Insights Analyst
Highpoint Global LLC
Apr 2013 - Jun 2018 (5 years 2 months)
Built and managed quality dashboards and reports to measure performance, collaborated on workflow refinements that reduced handling errors and resolution delays by 15%, and developed training guides to reduce escalations.
Compliance Specialist
XL Health / United Health Care Company
Oct 2008 - Mar 2013 (4 years 5 months)
Oversaw grievance, complaint, and appeals resolution with a 95% success rate, ensured CMS/HIPAA/Medicare compliance, and implemented corrective actions that eliminated repeat compliance issues.
Business Analyst / Call Center Supervisor
Computer Sciences Corporation
Jul 2004 - May 2008 (3 years 10 months)
Directed a team of 12+ Tier III agents, implemented training and QA coaching that improved SLA compliance by 10% and increased customer satisfaction scores by 20%, and designed escalation protocols for a 1-800 Medicare helpline.
Senior Customer Service Representative
Citifinancial / Chesapeake Appraisal and Settlement Services
Oct 2001 - Apr 2004 (2 years 6 months)
Maintained QA standards across loan and mortgage processing, reducing processing errors by 10% and supporting training efforts that increased customer retention by 12% during refinancing cycles.
Education
Degrees, certifications, and relevant coursework
Coppin State University
Bachelor of Science, Criminal Justice
Activities and societies: Zeta Phi Beta Sorority Incorporated; Coppin State University Alumni Association
Completed a Bachelor of Science in Criminal Justice at Coppin State University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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