Amber Staadt Email & Phone Number

Recruit and train quality assurance staff, manage daily workflows, and conduct timely performance evaluations.Optimize resource allocation for maximum team efficiency.Motivate the team through feedback, challenges, celebrations, and incentives.Communicate quality standards and parameters to relevant teams.Define, document, and communicate quality assurance.

• Spearheaded the conception, execution, and management of over 20 quality programs. Cultivated strategic cross-functional partnerships with business owners, and analysts gaining insight into their operations allowing.
• Empowered leadership decision-making and boosted customer satisfaction (CSAT), one call resolution (OCR) and efficiency metrics by strategizing and developing customized quality programs for specialized departments in.
• Increased CSAT/NPS by spearheading quality initiatives during T-Mobile and Sprint integration, establishing cross-functional partnerships with leadership, analyzing data, identifying, and proactively addressing.
• Coordinated and facilitated call calibration sessions to ensure alignment to program and feedback

Colorado

• Created and implement process improvements (e.g., Standard operating processes, system and program requirements, knowledge base library, SharePoint admin, customer journeys, department, and enterprise quality training.
• Built internal system requirements for in-house quality form tool, liaison with engineering team, to manage, and develop a Quality Assurance assessment tool. QA liaison for Verint call recording systems and supported.

Greater Denver Area

• Directly managed 2 Supervisors and 30 Specialists to successful execution of delivering data that supports key business initiatives and strategic decisions.
• Managed lifecycle of 225+ projects, working with cross-functional analysts and leadership teams to understand company’s overall objectives and growth plans for new initiatives, industry trends, and services to provide.
• Recognized as an elite leader for my approach to developing high performing team through hands on team leadership, mentoring, and developing culture of pride and excellence by creating an inspiring vision and sense of.
• Guided team through contact center consolidation, helping employees prepare for next career steps ensuring to preserve morale and customer service standards, meeting or exceeding established metrics.

Greater Denver Area

• Developed elite team of quality specialists who performed deep-dive studies for company initiatives (Managed 100+ projects), including recruitment, onboarding, development of new hire training program, develop and.
• Motivated and facilitated advancement of 7 direct reports through implementing personalized coaching development plans and offering mentoring and coaching support throughout the promotion process.
• Fostered robust employee development and inclusive team culture by coaching, leading, inspiring, providing guidance, and developing professional growth by providing skill-building opportunities, instituting public.

Greater Denver Area

• Supervise a team of inbound Customer Service collection agents.
• Coach and develop team to meet/exceed metrics set by business. Consistently within top five performing teams in site.
• Main supervisor contact at my location for piloting and testing new quality program for company. Quality program became companywide program and can be contributed to JD Powers awards

Greater Denver Area

Greater Denver Area

Greater Denver Area

• Supervise team of 20-30 agents setting up reservations for audio conference calls ranging from small conferences to investor relation calls with hundreds of participants
• Piloted and 30 trained agents on new reservation system which increased efficiency and reduced the amount of time each reservation took
• Project management experience with transition of consolidation of call centers. Trained new employees on processes and systems resulting in a successful and smooth transition when center closed

Greater Denver Area

Education record

Education record