Kayla Doughty
St Louis
Summary
Results-driven Quality Assurance professional with experience evaluating customer interactions, improving operational processes, and ensuring compliance in fast-paced customer service environments. Skilled in identifying performance gaps, implementing quality control measures, and driving process improvements that enhance both customer experience and team performance. Experienced in facilitating calibrations, developing training programs, and leading onboarding initiatives for new specialists and call center employees.
Known for building strong relationships with customers and colleagues through effective communication, empathy, and collaboration. Adept at adapting to evolving business needs, managing cross-functional projects, and delivering consistent, high-quality results. Proficient in Salesforce and Observe.AI, with a proactive approach to problem-solving, coaching, and operational excellence.
Overview
14
14
years of professional experience
Work History
Quality Assurance Specialist
Cash App
St. Louis
01.2020 - 02.2026
- Conducted quality assurance evaluations of customer interactions handled by manager-level employees to ensure compliance, professionalism, and customer experience standards.
- Utilized Salesforce and Observe.AI to review, document, and analyze performance trends across customer interactions.
- Facilitated calibration sessions between QA specialists and leadership teams to align scoring standards, improve consistency, and drive accountability.
- Piloted multiple QA initiatives, workflows, and cross-functional team processes that were later adopted and implemented at scale.
- Designed and developed a comprehensive onboarding and training program for new Quality Assurance Specialists.
- Trained and mentored incoming specialists on QA standards, evaluation methodologies, systems navigation, and performance expectations.
- Identified recurring operational and customer experience gaps through quality audits and escalated actionable insights to leadership.
- Partnered with leadership teams to improve quality metrics, strengthen coaching strategies, and support continuous process improvement initiatives.
- Maintained detailed audit documentation and performance reporting while ensuring adherence to internal quality and compliance standards.
- Recognized as a trusted resource for process improvement, training development, and interdepartmental collaboration.
Bartender
Levels
St Louis, MO
02.2024 - 11.2024
- Crafted and served a diverse range of cocktails and beverages to enhance customer experience.
- Maintained cleanliness and organization of bar area to ensure efficient service operations.
- Collaborated with kitchen staff to provide timely food and beverage pairings for patrons.
- Trained new bartenders on cocktail preparation, customer service standards, and safety protocols.
Pharmacy Technician and Call Center Trainer
Express Scripts
St Louis, MO
01.2018 - 12.2019
- Assisted members with prescription benefit inquiries, medication orders, and pharmacy-related support in a high-volume call center environment.
- Maintained strict compliance with HIPAA regulations and company privacy standards while handling sensitive patient and healthcare information.
- Delivered training and onboarding programs for new call center employees, facilitating classes of up to 15 trainees at a time.
- Educated new hires on pharmacy workflows, customer service expectations, system navigation, compliance procedures, and call handling best practices.
- Provided ongoing coaching, mentorship, and performance support to help trainees successfully transition into production roles.
- Utilized strong communication and problem-solving skills to resolve member concerns efficiently while maintaining empathy and professionalism.
- Supported quality assurance and operational excellence initiatives by reinforcing accuracy, compliance, and customer experience standards.
- Collaborated with leadership and cross-functional teams to improve training effectiveness and streamline onboarding processes.
- Managed multiple priorities in a fast-paced healthcare environment while maintaining accuracy and attention to detail.
- Built strong rapport with members and colleagues through effective communication, adaptability, and customer-focused service.
VIP Hostess/Cocktail Server
PBR
St Louis, MO
04.2014 - 05.2015
- Developed and maintained strong relationships with high-profile clients to enhance loyalty.
- Coordinated VIP guest experiences to ensure exceptional service and satisfaction.
Teacher's Aide/Aftercare Director
Metro East Montessori School
Pontoon Beach, IL
10.2012 - 05.2014
- Fostered a nurturing environment that encouraged student exploration and creativity.
- Collaborated with colleagues to enhance curriculum and classroom activities through integrated teaching methods.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Tutored and assisted children individually or in small groups in order to help them master assignments and to reinforce learning concepts presented by teachers.
VIP Hostess
Soho
St Louis, MO
04.2012 - 10.2013
- Managed VIP guest reservations and ensured personalized experiences.
- Coordinated with service staff to deliver exceptional hospitality standards.
- Trained new staff on hospitality protocols and service excellence.
- Enhanced guest experience by providing personalized attention and anticipating needs.
Education
High School Diploma -
O'Fallon Township High School
O'Fallon, IL05.2010
Skills
- Detail-oriented
- Quality assurance
- Problem-solving skills
- Analytical thinking
- Decision-making
- Team collaboration
- Customer service
Timeline
Bartender
Levels
02.2024 - 11.2024
Quality Assurance Specialist
Cash App
01.2020 - 02.2026
Pharmacy Technician and Call Center Trainer
Express Scripts
01.2018 - 12.2019
VIP Hostess/Cocktail Server
PBR
04.2014 - 05.2015
Teacher's Aide/Aftercare Director
Metro East Montessori School
10.2012 - 05.2014
VIP Hostess
Soho
04.2012 - 10.2013
High School Diploma -
O'Fallon Township High School