Austin Crandall Email & Phone Number

American Fork, Ut, Us

South Jordan, Utah, United States

South Jordan, Utah, United States

In this role, I led the successful migration of our Quality Management System to the Nice CXOne platform, streamlining processes across multiple Business Process Outsourcing (BPO) operations. I was responsible for training staff on the new system, ensuring all teams were proficient in utilizing its features to meet our quality standards. Additionally, I conducted regular calibration sessions to align teams with company goals, driving consistency and improving performance metrics across the… Show more In this role, I led the successful migration of our Quality Management System to the Nice CXOne platform, streamlining processes across multiple Business Process Outsourcing (BPO) operations. I was responsible for training staff on the new system, ensuring all teams were proficient in utilizing its features to meet our quality standards. Additionally, I conducted regular calibration sessions to align teams with company goals, driving consistency and improving performance metrics across the organization. Show less

South Jordan, Utah, United States

As a QA Supervisor, I led a dynamic team of up to 15 QA analysts responsible for verifying compliance and providing feedback to sales and support agents. My primary responsibilities included: Supervising and guiding QA analysts to ensure high standards of work and accuracy. Developing and implementing QA processes and procedures to enhance overall efficiency. Providing constructive feedback to QA analysts to improve calibration and evaluations accuracy.Key… Show more As a QA Supervisor, I led a dynamic team of up to 15 QA analysts responsible for verifying compliance and providing feedback to sales and support agents. My primary responsibilities included: Supervising and guiding QA analysts to ensure high standards of work and accuracy. Developing and implementing QA processes and procedures to enhance overall efficiency. Providing constructive feedback to QA analysts to improve calibration and evaluations accuracy.Key Achievements: Successfully transitioned the QA function from an outsourced BPO team to a highly effective internal remote team. Conducted comprehensive interviews, hired, and trained a team of skilled QA analysts, fostering a collaborative and high-performance work environment. Enhanced the QA process, leading to improved compliance and feedback mechanisms, ultimately contributing to higher quality service delivery. Show less

Lehi, Utah, United States

Provided quality oversight working with the management team, the Operations Specialist team, and the reporting and analytics teams to help leaders and team members stay calibrated and informed.Built and facilitated consumer insights studies, and oversaw employee audit work.Developed a working knowledge of all quality assurance systems, including NICE, Stella, Salesforce, Power BI, Microsoft excel, and Eureka/CallMiner.Performed system checks, and worked with developers… Show more Provided quality oversight working with the management team, the Operations Specialist team, and the reporting and analytics teams to help leaders and team members stay calibrated and informed.Built and facilitated consumer insights studies, and oversaw employee audit work.Developed a working knowledge of all quality assurance systems, including NICE, Stella, Salesforce, Power BI, Microsoft excel, and Eureka/CallMiner.Performed system checks, and worked with developers to correct problems as they occurred.Developed quality-assurance subject matter expertise and became a primary resource for answering quality-assurance process questions.Provided quality oversight and compliance assessment of all Member Services support channels, providing periodic reviews of evaluator performance across all sites, and hosted calibration meetings with evaluators.Contributed to Member Services process improvement efforts, including strategic planning, analyzing information, and overseeing the build-out and execution of Member services insights studies.Helped to identify overall compliance-related behavior trends and communicated those trends with internal and external BPO leadership teams.Compiled and shared different weekly and monthly reports. Show less

Lehi, Utah, United States

Evaluated interactions between customers and support agents as part of quality assurance.Resolved escalated customer concerns via email, inbound phone calls, and outbound phone calls.Used Salesforce and contact quality assurance software to identify customer and support agent behavior trends.Reviewed the performance of support agent evaluators and provided them with feedback related to Ancestry's Member Services quality assurance program.Coordinated quality… Show more Evaluated interactions between customers and support agents as part of quality assurance.Resolved escalated customer concerns via email, inbound phone calls, and outbound phone calls.Used Salesforce and contact quality assurance software to identify customer and support agent behavior trends.Reviewed the performance of support agent evaluators and provided them with feedback related to Ancestry's Member Services quality assurance program.Coordinated quality assurance assignments and projects. Show less

Lehi, Ut

Park City, Utah

Drove profitability by thoughtful purchasing, and inventory management.Controlled expenses, where appropriate, to increase profits.Directed work of as many as eight employees focused on sales. Increased sales volume by 9% in less than one year. Interviewed job candidates, and made staffing decisions. Generated repeat business by developing customer relationships.

Vernal, Utah

Directed purchasing, and inventory control.Increased sales volume by 15% in less than one year. Promoted from Assistant Manager to Store Manager to direct continued development of a new branch location. Directed work of as many as four employees focused on sales. Developed leads into business relationships through outbound calls, and face to face sales calls. Developed a customer who previously purchased $28,000 at my branch to one who purchased over… Show more Directed purchasing, and inventory control.Increased sales volume by 15% in less than one year. Promoted from Assistant Manager to Store Manager to direct continued development of a new branch location. Directed work of as many as four employees focused on sales. Developed leads into business relationships through outbound calls, and face to face sales calls. Developed a customer who previously purchased $28,000 at my branch to one who purchased over $250,000. Show less

Vernal, Utah

Logan, Utah

Logan, Utah

Education record

Education record