Andrea Ridge, P.Eng. Email & Phone Number

Mississauga, Ontario, Canada

Accountable for Leadership and Continuous Improvement of Quality Standards and Processes across Operations. Tasked with preparing the Quality and Chemical Technician teams towards strategic priorities, by developing KPIs, identifying and closing gaps based on available data streams, and building new data streams as required, to evaluate internal failures.

Mississauga, Ontario, Canada

• Managed the activities of a Quality Analyst team who supports the Customer Contact Centre (Calls, Chats, Omni channel) and Back office in a Fintech company.
• Provided Operations and Leadership with a Quality Performance KPI success metric that included drill downs through compliance and customer experience at agent, group, and client levels, resulting in improved quality.
• Created user-friendly status dashboards that exposed trending and improvement opportunities, enabling Operations and Leadership to make data-driven decisions and continuously improve processes.
• Supported creating and maintaining Operational Standard Process Documentation, ensuring operational consistency and efficiency.
• Demonstrated strong leadership skills by managing a team of Quality Analysts, providing guidance and mentorship to improve their skills and career development.
• Supported a successful Microsoft CRM Dynamics implementation, providing process flow support and creating dashboards and views to support operations workflow and reporting needs, resulting in improved operational.

Toronto, Ontario, Canada

• Defined and coordinated activities of Quality Auditors in a metal stamping and printing business, ensuring all Corporate Requirements were met.
• Reported out on KPIs to track performance metrics and identify areas for improvement, ensuring that the organization was meeting corporate requirements.
• Managed Operations Standard Procedures to ensure consistency and efficiency in operations, resulting in improved productivity and reduced errors.
• Reviewed process data to provide feedback to operations, identifying areas for improvement and supporting solutions to address them.
• Streamlined the Root Cause and Corrective Action process, reducing response time and improving the effectiveness of corrective actions.
• Created an Access Database to track and monitor the Corrective Action Process plant-wide, providing visibility into issues and enabling timely resolution.