Performance Improvement Program
Team performance varied widely, making it difficult to deliver a consistent patient experience. I created a structured coaching program that combined QA reviews, call observations, and personalized development plans to improve performance, build confidence, and create more consistent results across the team.
Business Problem
Team QA performance had plateaued with a wide spread between top and bottom performers.
Project Objective
Raise team QA average and narrow the performance spread through structured coaching.
Stakeholders
- Representatives
- Supervisors
- QA Team
Deliverables
- Coaching Documentation
- QA Reports
- Individual Development Plans
Planning
- Reviewed QA criteria and calibrated scoring
- Identified coaching priorities per rep
- Built coaching cadence and templates
Execution
- Held recurring 1:1 coaching sessions
- Documented action items and follow-ups
- Escalated systemic issues to supervisors
Monitoring & Controlling
- Tracked QA scores over time
- Reviewed action-item completion
- Recalibrated coaching focus quarterly
Results
- Higher team QA average
- Narrower performance spread
- Clearer development paths
Business Impact
- Better patient experience
- Reduced escalations
- Stronger promotion pipeline
Artifacts
Software Used
Skills Demonstrated
PMI Domain Mapping
- · Support team performance
- · Mentor relevant stakeholders
- · Promote team performance through emotional intelligence
- · Manage quality of products/deliverables
Resume Bullet
"Delivered structured 1:1 coaching against QA criteria, raising team quality scores and narrowing performance spread."
STAR Interview Example
Team QA performance plateaued with wide spread between reps.
Raise team average and narrow the spread.
Calibrated QA scoring, ran recurring coaching, tracked action items, and escalated systemic issues.
Higher team QA average and clearer development paths.
Lessons Learned
- Feedback needs a follow-up loop
- Behavior change requires specific actions, not general advice
Evidence
Coaching notes, QA score trends, development plans.