1. Jessica Groff 2013
Personal Review
Since my promotion in mid-September, I have concentrated on accomplishing
the goals I set during my interview. One of the most significant objectives was to
establish a standard for my position. Being that the Centers for Medicare and Medicaid
require Survey Research to audit a percentage of calls regularly, a new and effective
Quality process had to be developed. With the help and input of the management team
and my fellow- Quality Assurance Analyst, we have been able to develop a successful
Quality process. We have since ironed out most of the kinks and have an easy,
effective way to track, monitor, and coach our calls and interviewers.
In addition to helping develop a working process, I proposed considerable
transformation and development for the Quality department and the Survey Research
team. I tested out several techniques for call coaching and critiquing and have found a
way to communicate efficiently with the interviewers. Reminding the interviewers of their
successes in calls as well as their mistakes has improved the overall response of the
interviewers and has brought the Quality average up for the team by approximately 5%.
Furthermore, I have worked tirelessly to compose a resourceful and complex
training manual with the help and direction of Michelle Devlaeminck. We have
successfully integrated the original training manual and incorporated additional
instructions, explanations and activities. The training manual has been able to provide
our new trainees with all of the tools they need to begin successfully. As the unofficial
department trainer, I have been able to see the transformation of the training process.
The success of this manual has become one of my greatest accomplishments of my
professional career.
Some of my other duties have been to lend a helping hand in whichever way
possible within the department and company. I work with my department director
(Carmine Grastataro) on editing and translating the surveys and making necessary
changes required by the government. I have provided the department with useful tips
and documents to help us succeed, overall as a group. I have made it a point to
participate in company activities and festivities to show team spirit and help to lift
morale. Additionally, I have worked very intently on representing the management team
well. I have never taken my position for granted and have made it a point to present
myself in the most compassionate, professional and just way possible. The greatest
accomplishment of my time as a Quality Analyst has been to help my co-workers grow
as interviewers and support them in setting and reaching their personal goals.