Cecillia Carter Email & Phone Number

Quality Assurance & Compliance SpecialistManage QA Programs: Oversee the quality assurance program across internal and external teams, ensuring alignment with organizational standards.Educate & Train: Deliver training sessions on Progressive Leasing’s QA models and practices, promoting continuous improvement.Conduct Audits: Perform QA-to-QA audits to verify compliance and identify areas for enhancement.Design Quality Controls: Implement comprehensive audit frameworks to uphold quality standards across departments.Facilitate Calibration Sessions: Lead quality assurance calibration sessions with stakeholders to ensure consistent standards.Present Findings: Communicate QA findings to stakeholders, providing insights to enhance compliance with organizational goals.Data Analysis: Analyze performance data to identify trends and opportunities for improvement, driving operational excellence.Stakeholder Engagement: Build strong relationships with stakeholders, ensuring effective communication across departments.Feedback & Coaching: Provide constructive feedback and coaching to enhance team performance and quality.Independent Project Management: Manage multiple projects with a proactive mindset in a dynamic work environment.

Arizona, United States

● Achieved top performance for the early-stage collections team, leading the department in key metrics such as collections rate and customer satisfaction.● Coached and empowered a team of 15-20. ● Lead company engagement initiatives increasing eNPS by 10% and reducing attrition by 5%.● Managed schedules, timekeeping, and Individual development plans for a team of 20, ensuring 100% compliance with monthly and yearly reviews and implementing corrective actions that improved team efficiency.

Arizona, United States

● Spearheaded New Hire Experience internship Program for employees' development and experience.● Exceeded the goal of new hire class fill rate.● Partnered with recruiting to streamline processes for New Hire Onboarding, resulting in a high quality candidate. ● Interviewed, and on boarded customer service, merchant support, and CPA and employee success within the first 90 days.

Glendale, Az

● Developed and supported the promotions for 3 Supervisor, 5 team lead and 8 agent promotions.● Delivered quarterly retailer presentations to sales teams across 10 stores, contributing to a 15% increase in sales and a 10% improvement in retailer engagement, CRM compliance and elevated complaints.● Partnered with training to address critical knowledge gaps within Merchant Support Sales teams through a series of assessments and workshops resulting in improving performance metrics Quality scores by 12%.● Led all internal interviewing for entry level, Team leader and Supervisor roles with a success rate of 5% above average per a series of 8 hires classes.

Glendale, Az

Helping the team understand performance targets and goals.Training or ensuring that workers are properly trained for their specific calls.Managing time keeping, disciplinary, and vacation hours.Coordinating on the job trainings and cross-training.Leading a team up to 25 agents.Leading a developing Team Leader.

Massage Therapy/Therapeutic Massage

High School Diploma

Activities and Societies: DECA class of 2004