Supervise a team of 25+ QA's, at Lead, Senior, and Junior levels. Developed and maintain quality strategy, supporting 34+ workflows and 300+ agents, as local site lead. Working directly with stakeholders to refine existing and define new quality program structures, to ensure execution to the highest standards of compliance through regular audits and reviews. Performance management through career counseling, coaching, performance development, 1:1's, and mentoring. Maintain close communication with Service Delivery, Team, Training Leads, and team members to assess quality needs and to ensure alignment across Operations. Regularly collaborate with cross-functional teams to identify and implement operational improvements. Maintain awareness of industry developments to ensure that Operations are up to date on best practices. Oversee maintenance of all necessary quality records and reporting. Pitch quality and process strategies to stakeholders and senior management and deliver in its execution. Provide weekly, monthly, and quarterly performance reports to key stakeholders. Developed work schedules for QA team members to maximize support coverage. Support recruitment tasks by conducting interviews, coordinating language assessments, and onboarding new hires, in addition to creating and implementing training plans for QA’s in all workflows. Pitched, designed, and implemented accuracy, production, and timekeeping reporting for QA performance within Looker.

•Manage 20+ agents within customer support, risk, and payments verticals•Lead and manage projects for payments teams implementing new workflows, cross training agents, analyzing targets, and revamping tooling•Organized and implemented post-training ramp-up planning into phone support workflows•Create and manage daily scheduling for 30+ agents in a phone support team•Support recruitment tasks with conducting interviews, coordinating language assessments, and onboarding new hires•Maintain quality performance tracking documents and assist with weekly focus plan reporting for multiple workflows•Organize team engagement activities for both leadership and agents alike, including happy hours and contests

•Oversaw and managed audits through chat, email, and phone support for 20+ agents•Audited agent interactions, identifying patterns for improvement and coached agents on a daily and weekly basis•Met with leadership to review agent performance and develop action plans to address agent needs•Created and maintained remediation and coaching tracking mechanisms for leadership and support staff•Met regularly with the client to refine and align QA processes to the clients needs•Assisted with launching new workflows and resolving issues agents experience with processes and tools•Provided guidance to Junior QA's and support staff on addressing client requests, interacting with agents, and refining quality assessment skills•Coached agents on effective customer support strategies, increasing product pitch rates and optimizing ad spend•Outlined and launched quality processes for incubation sales teams

• Supported Managed clients with various advertising and platform questions inchat, phone and email environments• Discussed the advertising solutions within the Facebook Ads platform and thevalue of different advertising products to help improve results• Explained billing processes and provided in depth research to resolve complexbilling issues• Provided support for self-service options to help improve user experience anddrive spend

• Worked internal queues for executive level commercial billing issues and timesensitive problems• Assisted with internal platform transition and helped standardize workprocesses• Corresponded with customers in escalated situations to resolve complexbilling and contractual issues• Work with various other departments to resolve client issues and buildinterdepartmental relationships• Guided tier one peers through complex calls and situations to bring clearanswers to clients