Nicole Davy
Toronto,ON
Summary
Dynamic Quality Assurance Supervisor with a proven track record at Collective Solution, excelling in call evaluation and quality monitoring. Adept at performance management and fostering team productivity, I leverage active listening and attention to detail to drive exceptional customer service and adherence to policies, ensuring client satisfaction and operational excellence.
Overview
15
15
years of professional experience
Work History
Quality Assurance Supervisor
Collective Solution
Sandy Bay, Jamaica
04.2017 - 02.2024
- Ensure The quality team is evaluating and monitoring calls
- Providing Feedback and conducting coaching for exceptional Customer service, adhering to policies and procedure of the Company and also our clients.
Team Lead
Conduent
Montego Bay, Jamaica
09.2013 - 02.2017
- Supervise and manage a team of Associates.
- Monitoring Performance, attendance, and productivity, ensuring policies and procedures are followed.
Work Experience
E-Services Group
01.2009 - 03.2009
- Company Overview: Elder Care Nursing Home
- Bed making, bed bath, feeding patients and ensuring nutrition.
- Medication Supervision under the supervision of RN.
- Monitor Iv therapy and give Im injection under the supervision of Supervisor of Rn.
- Monitor patient from poser operative and assisted suction after post operative.
- Elder Care Nursing Home
Work Experience
Mobay Hope Medical
01.2009 - 01.2009
- Bed making, bed bath, feeding patients and ensuring nutrition.
- Medication Supervision under the supervision of RN.
- Monitor Iv therapy and give Im injection under the supervision of Supervisor of Rn.
- Monitor patient from poser operative and assisted suction after post operative.
Work Experience
Faith Maternity Nursing Home
01.2009 - 01.2009
- Bed making, bed bath, feeding patients and ensuring nutrition.
- Medication Supervision under the supervision of RN.
- Monitor Iv therapy and give Im injection under the supervision of Supervisor of Rn.
- Monitor patient from poser operative and assisted suction after post operative.
Work Experience
Good Shepherd Nursing Home
01.2009 - 01.2009
- Bed making, bed bath, feeding patients and ensuring nutrition.
- Medication Supervision under the supervision of RN.
- Monitor Iv therapy and give Im injection under the supervision of Supervisor of Rn.
- Monitor patient from poser operative and assisted suction after post operative.
Work Experience
Blossom Gorden children Home
01.2009 - 01.2009
- Bed making, bed bath, feeding patients and ensuring nutrition.
- Medication Supervision under the supervision of RN.
- Monitor Iv therapy and give Im injection under the supervision of Supervisor of Rn.
- Monitor patient from poser operative and assisted suction after post operative.
Work Experience
Ultimate Care Nursing Home
01.2009 - 01.2009
- Providing companionship to residents and establishing a relationship with them.
- Ensuring that residents are taking their prescribed medication.
- Reporting any concerns or medical issues.
Education
Diploma - Resident Care Attendant
Sprott Shaw College
06.2013
Business -
Montego Bay Community College
Montego Bay06.2000
High School Diploma - Business Administration level 3
Rusea's High School
Montego Bay06.1995
Skills
- Active Listening
- Call evaluation
- Quality monitoring
- Attention to Detail
- Management Skills
- Adaptability
- Performance management
- Time management
References
Available Upon request
Timeline
Quality Assurance Supervisor
Collective Solution
04.2017 - 02.2024
Team Lead
Conduent
09.2013 - 02.2017
Work Experience
E-Services Group
01.2009 - 03.2009
Work Experience
Mobay Hope Medical
01.2009 - 01.2009
Work Experience
Faith Maternity Nursing Home
01.2009 - 01.2009
Work Experience
Good Shepherd Nursing Home
01.2009 - 01.2009
Work Experience
Blossom Gorden children Home
01.2009 - 01.2009
Work Experience
Ultimate Care Nursing Home
01.2009 - 01.2009
Diploma - Resident Care Attendant
Sprott Shaw College
Business -
Montego Bay Community College
High School Diploma - Business Administration level 3
Rusea's High School