OMKAR JAGTAP
Quality Assurance Analyst
Pune
Summary
Dynamic Quality Analyst successfully executes testing methodologies to identify gaps and make recommendations for process improvements. Leverages excellent analytical and programming skills to document and troubleshoot errors. Overall 10+ years of experience and a proven knowledge of data collection and analysis, debt financing, hospitality and U. S healthcare lifecycle.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Quality Assurance Analyst
Cotiviti India Pvt. Ltd.
Pune
06.2018 - Current
- Auditing medical records, provider invoices and provider appeal letters to evaluate appropriateness of record designations, invoice entries and diagnoses codes in compliance with HIPAA regulations.
- Resolve or clarify codes or diagnoses with conflicting, missing, or unclear information by consulting with onsite or by participating in coding team's regular meetings.
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Conduct team meetings, calibration, cascade process update and create process knowledge test.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
Lead Operations Analyst
Concentrix Daksh India Pvt. Ltd.
Pune
12.2014 - 03.2018
- Manage team of 10-12 bottom quartile associates to help them improve their performance. Provide team e-learning opportunities for self and professional development.
- Data scrubbing and analysis to identify in-scope opportunities for performance improvement.
- Generate standard or custom reports summarizing CSAT, AHT, EHT and Quality for review by executives, managers, clients, and other stakeholders.
- Handle complaints from customers in form of escalation calls and emails and manage customers expectations accordingly to achieve win-win situation.
- Provide technical support for existing tools like Salesforce CRM, Incontact, Avaya etc.
Customer Finance Advisor
Tech Mahindra (Hutchison 3 Global Services Pvt. Ltd.)
Pune
09.2012 - 09.2014
- Determine customers financial service needs and prepare proposals to sell services that address these needs. Prepare forms or agreements to complete sales.
- Locate and notify customers of delinquent accounts by mail, telephone, or email to solicit payment and reinstate disconnected services.
- Consult with users, administrators, and engineers to identify business and technical requirements to install, remove, or relocate user connectivity equipment and devices.
- Record information about financial status of customers and status of collection efforts for more than 40 customers each day.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Customer Solutions Representative
Hewlett-Packard India Pvt. Ltd.
Bangalore
08.2011 - 07.2012
- Operate telephone switchboard to answer over 100 inquiries regarding schedules, accommodations, procedures, and policies.
- Contact motel, hotel, resort, and travel operators to check availability and confirm reservation for customers.
- Calculate and quote rates for tours, stocks, insurance policies, or other products or services. Prepare customer invoices and accept payment.
- Assemble and issue required documentation, such as tickets, travel insurance policies, and itineraries.
- Provide customers with travel suggestions and information sources, such as guides, directories, brochures, and maps.
Senior Customer Support Officer
Mphasis - An Hp Company
Pune
11.2010 - 07.2011
- Operate telephone switchboard to answer over 100 inquiries regarding schedules, accommodations, procedures, and policies.
- Contact motel, hotel, resort, and travel operators to check availability and confirm reservation for customers.
- Calculate and quote rates for tours, stocks, insurance policies, or other products or services. Prepare customer invoices and accept payment.
- Assemble and issue required documentation, such as tickets, travel insurance policies, and itineraries.
- Provide customers with travel suggestions and information sources, such as guides, directories, brochures, and maps.
Education
Graduate Program in Business Management (GPBM) - Business Management
International School For Management Excellence
Pune 06.2008 - 07.2011
Higher Secondary School Certificate - Commerce
Ness Wadia College of Commerce
Pune 06.2006 - 06.2008
Skills
Data analysis
undefinedHobbies
Playing and watching Cricket
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The mind is everything. What you think, you become.
Gautama Buddha
Timeline
Quality Assurance Analyst
Cotiviti India Pvt. Ltd.
06.2018 - Current
Lead Operations Analyst
Concentrix Daksh India Pvt. Ltd.
12.2014 - 03.2018
Customer Finance Advisor
Tech Mahindra (Hutchison 3 Global Services Pvt. Ltd.)
09.2012 - 09.2014
Customer Solutions Representative
Hewlett-Packard India Pvt. Ltd.
08.2011 - 07.2012
Senior Customer Support Officer
Mphasis - An Hp Company
11.2010 - 07.2011
Graduate Program in Business Management (GPBM) - Business Management
International School For Management Excellence
06.2008 - 07.2011
Higher Secondary School Certificate - Commerce
Ness Wadia College of Commerce
06.2006 - 06.2008
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