Kevin O'Reilley
@kevinoreilley
QA and operations leader using analytics to improve compliance, accuracy, and customer experience.
United StatesWhat I'm looking for
I’m a Quality Assurance and call center operations leader with 20+ years directing teams, client services, and call center quality programs in healthcare and enterprise environments. I’ve built QA software testing processes, call/interaction monitoring programs, and analytics/reporting frameworks that strengthen accuracy, compliance, and customer experience. I’m known for turning quality data into practical insights for leadership through QA metrics, auditing, and stakeholder-ready communication.
Across my roles, I’ve led quality audit and call calibration programs, standardized QA scoring rubrics, and coached teams to improve agent accuracy and adherence. I also manage business intelligence and operational reporting—implementing predictive analytics and quality-review checkpoints, designing KPIs, and developing dashboards to guide strategic decisions. From leading multi-site teams to streamlining billing and automation, I focus on measurable outcomes, collaboration, and operational excellence.
Experience
Work history, roles, and key accomplishments
Independent Consulting & Dev
Independent Consulting
Jan 2024 - Present (2 years 6 months)
Pursued advanced certifications and independent research to strengthen project management, operations leadership, and business use of Microsoft Excel and AI. Provided independent training and client relationship management support through complex projects.
Manager of Business Intelligence
Carenet
Jan 2023 - Jan 2023 (0 months)
Led post-acquisition integration of the COMSOL team by managing secure data transfer and training 45+ employees on compliance protocols. Directed migration of critical billing and sales incentive plans and served as an SME on COMSOL data structure and PHI handling.
Recruited to lead strategic initiatives across sales, marketing, operations, and M&A while overseeing client services operations for healthcare and enterprise clients. Managed implementation and support teams, built KPIs, and led automation and QA testing for patient response and client-facing tools.
Delivered operational reporting and analysis to support cross-functional decision-making and process improvement. Implemented predictive analytics and quality-review checkpoints to validate case identification and improve accuracy, while building line-of-business reports to improve productivity and recoverable outcomes.
Manager of Audit & Recovery
Equian
Jan 2016 - Jan 2017 (1 year)
Overseen audit and recovery operations by streamlining processes and driving productivity improvements across healthcare claims. Led a team of 20+ QA auditors, created compliance scorecards and checklists, and identified payment errors and fraud to strengthen payment integrity.
Advanced through multiple claims recovery and data/operations leadership roles, focusing on third-party liability and COB investigations and recoverable claim identification. Led subrogation and COB operations, implemented QA controls and metrics, and partnered with IT to automate workflows and reporting to improve processing time and operational efficiency.
Education
Degrees, certifications, and relevant coursework
ITT Technical Institute
Bachelor of Science, Software Applications Development
2004 - 2008
Bachelor of Science in Software Applications Development at ITT Technical Institute from 2004 to 2008.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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