EMMAH CHEPKEMOI CHEMWOTEI

Led quality assurance and continuous improvement in a high-volume service environment. Implemented scalable quality strategies and processes for efficient monitoring of decision accuracy. Managed and mentored cross-functional teams and global stakeholders, driving accountability to meet week-over-week quality performance goals and compliance with program standards. Prioritized top quality issues across decision-making channels and quantified business cases to drive system/process/policy changes for better outcomes. Conducted sensitive investigations into inaccurate decisions and escalations, including root-cause analysis for new/ambiguous policies and high-impact errors. Developed just-in-time and refresher training for analysts on content policy updates. Re-reviewed decision accuracy audits to ensure consistency and alignment with community standards and internal policies, and created workarounds when tools were root causes and technical fixes were not immediately available.

Supervised QA functions by maintaining project knowledge of processes and policy requirements and ensuring changes were logged and communicated to stakeholders. Developed internal QA auditing processes and conducted internal audits, inspections, reviews, and reporting. Performed business analysis of QA-identified issues, including root-cause identification and improvement opportunities. Audited new and ongoing projects, workflows, and work plans, providing recommendations to optimize quality and production. Analyzed QA reports to identify trends and provided recommendations to Training, Operations, and other business units. Managed relationships with project managers and supported special projects, including monitoring, evaluation, and scoring of new and existing projects. Delivered qualitative and quantitative feedback on compliance and transactional accuracy to team leaders and management. Achievement: resolved a client escalation within six months; managed quality across multiple pr

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