Jessica Torato Quality Assurance Team Lead

Quality Assurance Team Lead

Evolent

Sep 2022 - Feb 2026 (3 years 6 months)

• Developed the Quality Management framework for multiple customer service teams supporting phone and email channels. • Ensured quality evaluation targets met defined standards; assessed agent performance against industry benchmarks. • Participated in client calls to align quality requirements with process goals and targets. • Led and motivated the QA team, fostering a positive culture that improved key metrics. • Conducted weekly call calibration sessions and refined feedback strategies based on evaluation results. • Analyzed quality data to identify trends and generated management reports with improvement recommendations. • Collaborated cross-functionally on process improvements, call scripts, and service workflows. • Coached employees to

Assistant Quality Manager

Tata Consultancy Services

Jan 2021 - Sep 2022 (1 year 9 months)

• Partnered with clients to define quality targets and implemented strategies to achieve them. • Collected and analyzed transaction-level error data; delivered daily feedback to agents. • Provided input to the training team on recurring errors to strengthen training curriculum. • Tested new client files/batches during onboarding and maintained audit productivity standards. • Served as primary point of contact for quality issues, preparing QA/CSAT reports for management. • Identified failure modes and unethical practices, escalating findings to leadership.

Quality Analyst

Omega Healthcare Management Services

Oct 2018 - May 2021 (2 years 8 months)

• Reviewed recorded calls to ensure compliance with quality standards. • Facilitated internal and external calibration sessions with clients and operations teams. • Coached agents on error trends and produced daily QA reports. • Tested new client processes and provided training input to enhance onboarding curriculum.

Quality Analyst

RenditionDigital International Ltd

Sep 2016 - Sep 2018 (2 years 1 month)

• Monitored agent performance daily against sample size requirements and analyzed trends. • Communicated daily performance reports and flagged emerging risks to the QA Team Lead. • Drove improvement initiatives and identified process gaps, collaborating with operations on solutions.

Z

Office Manager

Zed Communications Inc

Jul 2015 - Jun 2016 (1 year)

Training and Development Officer

Accenture in India

Sep 2013 - Dec 2013 (4 months)

Administrative Officer

Far Eastern University

May 2006 - Oct 2006 (6 months)

Quality Data Analyst/Junior Group Lead

accenture

Jan 2006 - Jan 2015 (9 years 1 month)

• Progressed through four roles over 8.5 years within Accenture's Healthcare Account, from Data Analyst to Jr. Team Lead. • Ensured production, quality, and turnaround-time targets were consistently met or exceeded. • Facilitated new-hire training, coaching, and quality inspections; developed corrective action plans. • Coordinated with onshore counterparts to resolve enrollment transaction issues and escalations. • Designed and delivered training programs, orientation sessions, and learning materials.

Jessica Torato

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