Guadalupe Balderas
@guadalupebalderas
Quality assurance auditor focused on call quality, process improvement, and member experience.
United StatesWhat I'm looking for
I am a quality assurance auditor with hands-on experience monitoring inbound and outbound calls, reporting daily to corporate stakeholders, and delivering performance feedback to improve call handling and program compliance. I have worked across member experience, provider services, and training, and I consistently contribute scorecards and recorded calls for client calibrations.
I partner with training and onboarding teams to ensure new hires meet QA expectations, use empathy and persuasive sales techniques to improve member outcomes, and leverage bilingual Spanish skills and compliance knowledge to strengthen quality and customer service. I am driven to refine processes and enhance member experience through clear reporting and targeted coaching.
Experience
Work history, roles, and key accomplishments
Quality Assurance Auditor
NationsBenefits
Jan 2024 - Jan 2024 (0 months)
QA Specialist in a call center environment, focusing on monitoring and improving the quality of customer service interactions across various departments like Member Experience & Provider Services. The role involves evaluating calls, providing feedback, collaborating with leadership on performance & calibration, supporting training with QA requirements, and contributing to quality review meetings.
Member Experience Advisor
NationsBenefits
Aug 2023 - Jan 2024 (5 months)
To respond swiftly and courteously, establish rapport through active listening and genuine empathy, ask clarifying questions to uncover needs, and use expert product knowledge to provide solutions during the first contact. Present benefits and options with a positive tone, handle objections respectfully with solutions-focused rebuttals, and maintain absolute confidentiality.
Quality Assurance Auditor
NationsBenefits
Aug 2022 - Aug 2023 (1 year)
QA Specialist in a call center environment, focusing on monitoring and improving the quality of customer service interactions across various departments like Member Experience & Provider Services. The role involves evaluating calls, providing feedback, collaborating with leadership on performance & calibration, supporting training with QA requirements, and contributing to quality review meetings.
QC/QA Admin II Bilingual
Maximus
Aug 2020 - Jun 2022 (1 year 10 months)
Performed call monitoring and assessed call center representatives for inbound calls, participated in calibration exercises and training, and provided regular feedback on call trends and compliance issues to improve service quality.
Education
Degrees, certifications, and relevant coursework
Livingston High School
High School Diploma, General Studies
Graduated from Livingston High School in May 2005.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
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