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 goals to align processes with company, client, and compliance objectives.Evaluate calls against established quality assurance standards.Analyze and report quality results, performance trends, and metrics to management and internal stakeholders.Actively participate in client interactions and audit responses.Develop and maintain documentation related to communication monitoring processes.Collaborate with Training and/or Operations to develop quality assurance training.Serve as the subject matter expert in quality-related discussions.Facilitate calibration sessions between quality assurance team members and internal/external customers.

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 for customized programs to align with distinct business requirements. A self-starter, highly organized, multitasker who facilitated seamless program implementation through the creation of training content, developing processes, and facilitating delivery to frontline leaders. Maintained ownership of programs post-launch, fostering ongoing partnerships to ensure sustained program adoption. Analyzed reports, and gathered customer feedback on quality performance trends for enhancements, contributing to the continuous improvement of the programs over time. Provided coaching to members of the quality team onboarding to department and supported Quality Assurance programs. • 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 voice and written correspondence such as B2B, Equipment Insurance, Chat, and Pre-paid, collaborating with business owners and analysts, addressing needs, creating training content, coaching leaders on how to identify and coach to behaviors and trends.• 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 potential risks or gaps in differences between the two company’s customer experience strategies. Implemented quality programs for Sprint, created process efficiency, developed training content, and implemented training programs to address skill sets and knowledge gaps via onboarding 1.3K+ FTE to new quality programs.• 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 programs), serving as a primary subject matter expert (SME) on the program and related quality content.• 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 QA assessment tool post launch for enhancements and troubleshooting to resolve systemic issues.

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 an effective strategy for collecting data focused insights to aid business owners in making informed decisions.• 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 core purpose of how we contributed to the operational excellence by helping team members establish a keen sense of responsibility with building the connection between their work and the overall business end goal.• 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 maintain quality standards, and scorecards (KPIS), reporting, creating, and implementing processes and procedures to ensure high functioning team operations, owning workforce management ensuring productivity and accountability.• 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 speaking and spirit committees, promoting collaborative and supportive learning environment.

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