Haley D. Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia

- Support the Director Contact Center and Member Services Team Leads with a variety of projects to establish, develop and enhance the Quality Assurance Program- Monitoring Quality Assurance and team progress to meet organizational objectives for delivery times for all QA audit activity- Continuously evaluate the MSR function and guidelines to ensure the highest level of member experience while maintaining business objectives- Research, develop, document and maintain policies, procedures and guidelines- Assist Team Leads and Director to monitor and measure the effectiveness of internal processes, procedures and guidelines- Resolve branch / member feedback through the Voice of the Member program - Review job descriptions and ensure all team members have adequate training on their job duties and meet all new programs and initiatives- Create and execute processes to analyze opportunities and strengths of the department- Providing guidance and support to staff for the following: sampling, monitoring, and reporting on both the results of the direct team and larger organization results- Managing daily production and quality goals to ensure results of monitoring is valuable- Be a change agent in recommending solutions to improve quality scores including policies, procedures, training, and coaching initiatives- Assist in the development of new/improved call quality requirements and processes to enhance the Quality Assurance process, feedback mechanisms, and deliver enhanced results to senior leadership of all related departments- Develops and distributes consolidated reporting of deficiencies through QA Reports to Training and Business Unit VP's to improve training and overall performance- Provides input to Director Contact Center on annual performance reviews for Member Services Team- Identify and implement process improvement efficiencies in the department- Facilitate frequent team huddles based on weekly management meetings

Atlanta, Georgia

Customer Service & Sales Management

Bachelor Of Arts (B.A.), Social Psychology

Bachelor'S Degree, American History (United States)