Brian Maupin Email and Phone Number

• Implemented and led Lean Six Sigma projects to improve attrition, customer satisfaction, employee satisfaction, issue resolution, and overall quality performance for yearly COPC recertification.• Led quarterly and yearly business review meetings with client and company executive and senior leadership.• Spearheaded the development and execution of innovative QA strategies for clients, prioritizing the integration of automation using speech analytics and AI technology.

• Developed and implemented scorecards designed around the scope of each individual project, including creating quality guidelines and definitions from scratch for multiple clients across various verticals.• Developed onboarding curriculums to be used by Managers to introduce new hires to client quality standards.• Led daily meetings for client and company executive leadership and kept up to date calendar of events using Microsoft Office

• Maintained and forecasted staffing needs to ensure client monitoring requirements were met consistently.• Shaped the direction of our QA initiatives, focusing on optimizing quality across our BPO footprint and revolutionizing quality management processes in our contact centers.

• Partnered with Operations to develop and modify existing standard operating procedures to improve KPIs.• Measured and reporting on program effectiveness and its impact on operational performance through assessments, credentialing, and quality monitoring.• Responsible for interviewing, hiring, and training new Quality Analysts.

• Performed side-by-side, random, remote, and targeted evaluations on transactions on voice, chat, social media, and email transactions handled by Advocates from various verticals.

• Handled technical support inbound calls for a large telecommunications client.