Q. W.
About Q. W.
Q. W. is a Quality Assurance Analyst with a background in Science and Engineering, as well as experience in customer experience training and data reviews. They have worked at various organizations including SCP Health and Goldman Sachs, and currently hold a position at SmithRx.
Current Role at SmithRx
Currently, Q. W. serves as a Quality Assurance Analyst at SmithRx, a position held since 2023. In this role, Q. W. focuses on ensuring the quality of services and products offered by the company. Responsibilities include conducting audits, reviewing customer satisfaction metrics, and engaging in data reviews with leadership to enhance member and client experiences. The hybrid work environment allows for flexibility while maintaining effective communication with team members.
Previous Experience at SCP Health
Q. W. worked at SCP Health from 2012 to 2019, initially as a Patient Contact Center Representative and later as a Quality Assurance Analyst - Auditor. During this six-year tenure, Q. W. developed skills in auditing customer satisfaction, conducting deep dives on Google Reviews, and performing case investigations. This experience contributed to a strong foundation in quality assurance and customer experience training.
Experience at Goldman Sachs
At Goldman Sachs, Q. W. held multiple roles from 2019 to 2023. Initially, Q. W. worked as a Quality Assurance Specialist for five months, followed by a three-year tenure as an Instructional Designer. These positions involved developing training materials and ensuring quality standards were met across various projects. The hybrid work model at Goldman Sachs provided opportunities for collaboration and innovation.
Educational Background
Q. W. has a diverse educational background with a focus on science, engineering, and design. Q. W. studied at Townview Magnet - Science and Engineering, earning a diploma from 1998 to 2002. Further education includes a Certificate in Medical Administrative Assistant from Eastfield Community College (2005-2006) and an Associate Degree of Applied Sciences in Graphic Design and Multimedia from Westwood College of Technology (2003-2005). This varied education supports a multifaceted approach to quality assurance.
Skills in Customer Experience Training
As part of the role at SmithRx and previous positions, Q. W. conducts customer experience training. This involves developing training programs aimed at improving service delivery and enhancing customer satisfaction. Q. W. engages in data reviews with leadership to identify areas for improvement and implement strategies that positively impact member and client experiences.