Michelle Valenzuela
About Michelle Valenzuela
Michelle Valenzuela is a Quality Control Manager at MAXIMUS, overseeing document processing operations and a call center in San Antonio, Texas.
Current Position: Quality Control Manager
Michelle Valenzuela is the Quality Control Manager - Eligibility Support at MAXIMUS. In this role, she oversees both document processing operations and a call center. She manages over 100 indirect reports and six direct reports. Michelle is involved in the development and maintenance of quality control auditing programs, collaborating with web developers to streamline processes. She analyzes performance trends and implements action plans to address errors for over 1000 frontline employees. She also communicates with stakeholders and executive management to implement new processes and quality action plans.
Career Overview at MAXIMUS
Michelle Valenzuela has had a diverse career at MAXIMUS, holding multiple roles since 2009. Her journey began as a Customer Care Representative for Eligibility Support, followed by positions such as Quality Control Coordinator and Customer Care Supervisor. She progressed to the role of Quality Control Supervisor before taking on policy and procedure responsibilities as a Technical Writer. Michelle also worked as a Technical Writer at Maximus in 2021 for three months in the San Antonio, Texas Metropolitan Area. Her current position as Quality Control Manager began in 2018.
Education: University of Texas at San Antonio
Michelle Valenzuela pursued higher education at The University of Texas at San Antonio. She completed a Full-Stack Web Development Bootcamp from 2021 to 2022. Additionally, she holds two Bachelor of Arts degrees in English Language and Literature and Spanish Language and Literature, both earned between 2014 and 2016.
Quality Control Management and Oversight
In her role as Quality Control Manager, Michelle Valenzuela focuses on maintaining high standards of quality within the Eligibility Support division. Her responsibilities include developing coaching and teaching techniques for Quality Control Coordinators based on staffing needs and performance trends. Michelle's strategic role ensures continuous improvement in the quality compliance of document processing and call center activities.