Christopher Birkeland Email & Phone Number

Lexington, Kentucky, United States

● Oversee and co-direct the daily activities of quality auditors that strive to help secure and sustain SLAs for multiple Department of Veteran Affairs contracts.● Create quality-related action plans, frameworks, and slide decks for customers and executive staff, including outlining potential contractual issues, changes, and/or SLA targets as it relates to the business rules.● Create, update, and maintain standard operating procedure manuals to ensure there are uniform instructions for role-specific duties within a matrix environment.● Created 250+ training documents for various departments based on quality data and error trends.● Collaborate with the technical team to update workstation training materials and in-house databases based on business rule changes/operational feedback.● Manage Exela’s proprietary in-house L&D training application which is utilized by the entire organization.● Host weekly customer meetings that outline potential contractual issues, changes, and/or customer satisfaction ratings regarding the business rules.● Ensure site-consistency between three jobsites by providing in-depth focal training/coaching to employees that consistently show difficulty in reaching the customer’s quality requirement.● Create, communicate, and execute remediation plans using Six Sigma tactics (SIPOC, etc.) that are based on a variety of quality-related data points and customer feedback (KPIs, FMEAs, etc.)

● Critique Third-Party on-site audits to make sure they correctly follow current VA guidelines and procedures, while simultaneously disputing site errors by referring to guides, call logs, and meetings.● Organize multiple spreadsheets/logs detailing a variety of quality related issues that are encountered across the job site and in-house modular programs.● Collaborate with other QA Team members while performing randomized audits to ensure prompt feedback is given to the QA Manager.● When needed, create in-depth reports describing the job site’s best practices performed, areas that need improvement, and areas that have been improved regarding quality.● When needed, conduct hands-on training with employees who have difficulty interpreting and retaining the information contained in various guides used at the job site.

● Assigned indexing values to electronically converted source materials into secure databases.● Maintained and often exceeded the individual production quota that was expected.● Consistently accomplished the customer’s quality standards by securing an indexing accuracy of 99-100%.