Lead a remote/global team of Interaction Analytics Analysts focused on:*Speech Analytics*QA Automation*Agent Performance*CSAT/NPS insights driving improvement*Customer Journey

Lead a remote/global team of Interaction Analytics Analysts focused on:*Speech Analytics*QA Automation*Agent Performance*CSAT/NPS insights driving improvement*Customer Journey*Contact Center efficiencies

Responsible for the oversight and management of all call monitoring activities, including monitoring inbound and outbound calls from a compliance and operational performance perspective. Provide continuous professional development to all employees of the Call Monitoring team through creation and delegation of challenging assignments, training, and cross-functional department opportunities. *Strategically developed a new call quality monitoring program and implemented a quality management platform (NICE) supporting three internal contact centers and forty-seven third party vendors positively impacting the company’s ROI*Direct partnership with Speech Analytics team assisting with testing the build out for interaction analytics categories (NICE) and supporting several strategic business initiative projects resulting in positive customer experience process changes and increased company revenue*Created monthly reporting for call quality monitors’ KPI metrics and call quality results for all internal contact centers and third party vendors*Lead a team of call quality monitors with an accuracy rate of 98.90% by providing continuous feedback, active learning, and developing a high performance culture*Facilitate trainings and calibrations to all channels of the business ensuring clarity and alignment for all standard operating procedures and compliance updates*Partner cross-functionally with stakeholders to evolve call quality monitoring measurements and forms based on business changesSupervisor - Customer Experience Call Monitor (Nov 2014-July 2015)

Supervised the Quality Assurance Team as they perform 2000+ evaluations monthly on inbound and outbound phone calls measuring the level of effectiveness of customer service provided by the Customer Care Operations teams both in-house and outsourced. Report trend analysis to key stakeholders highlighting performance, compliance alignment and develop plans for improvement.*Relationship Manager for outsource vendors creating compelling, cross-functional global partnerships focused on product/service escalated issues, tools and resource support, call monitoring education, policy updates, and QA trend analysis*Supported a team of call quality assurance analysts with an accuracy rate of 97.9% through one on one coaching feedback sessions, weekly audits, call monitor dispute resolution guidance, and career development *Effectively implemented launch of new call quality monitoring program (utilizing NICE) to eight global contact centers including internal sites and outsource vendors through direct cross-functional partnership with all stakeholders across the business*Successfully decreased call quality scoring variance to 1.6% below company goal of 2% amongst outsource vendors through direct facilitation of calibration sessions in an open and educational environment*Constructed all standard operating procedures for internal and outsource vendors’ call quality assurance departments

Responsible for mentoring and coaching up to 15 Project Specialists while performing data research/analysis supporting company initiatives. Identify and manage data trends to help drive impacting business decisions to increase customer satisfaction. *Identified trending and provided consistent feedback to improve Specialist's accuracy and production service levels *Contributed business data trending analysis and reporting to over 250 projects focused on customer experience while driving down overall costs to the businessNational Quality Project Coach Interim (July 2011-Jan 2012) *Lead and developed team of up to 15 Project Specialists. Managed wide-range of projects focused on customer behaviors, internal compliance to policies and procedures, and internal representative execution to ensure customer, employee, and business needs were met while ensuring consistency, identifying trends, and making adjustments to meet SLAs *Supported project team's accuracy and development by performing continuous audits to identify areas of growth opportunity that moved the team to 98% data accuracy result *Identified performance trends and provided weekly one on one sessions to ensure employees received consistent and accurate feedback in order to increase performance metricsNational Quality Project Team Specialist (2006-2008) *Monitored call performance of contact center representatives and provided direct feedback through call quality evaluations and customer experience projects to improve the front line customer experiences that led the company to several service awards including J.D. PowersFinancial Care Representative - FCRII (2003-2006) *Inbound call representative focused on collecting payments for past due accounts and ensuring customer satisfaction by providing exceptional customer service to both internal and external customers