Develop and maintain tools needed to effectively complete and report on quality observations to gauge customer experience.Selected accomplishments:• Increased quality program adoption 70%, developing and maintaining new methodology. • Enhanced efficiency and fostered positive frontline experience by implementing process improvements for quality team and frontline leaders.• Ensured consistent program execution by maintaining quality observation tool, including form updates, testing, and requirements development, with little to no downtime. • Reduced time to complete quality observation 30-45 seconds by condensing forms and removing unnecessary fields.• Implemented frontline leader feedback gathered from on-site focus groups, solving pain points, and improving overall experience.

Led remote team to maintain quality programs and tools.Selected Accomplishments:• Secured successful program performance by overseeing team accountability for respective business areas.• Provided valuable support to team members through regular touch base meetings, gauging progress, and identifying areas requiring extra assistance.• Documented team member performance, ensuring fair and objective performance evaluations.

Managed multiple quality programs while providing team support.Selected Accomplishments:• Elevated customer experiences across touchpoints through overseeing multiple quality programs tailored to individual lines of business.• Updated process content to provide frontline and quality teams with up-to-date program information, including tool use instructions and observation steps, driving accuracy and efficiency. • Developed and delivered written and verbal quality program changes, ensuring consistent application.• Won PEAK Achievement award for improving project management methodology.

Analyzed program level results, managed content, and owned quality-related communications.Selected Accomplishments:• Delivered reports on quality outcomes to leadership, recommending next steps for improvement, and implementing changes in calibration process, improving program alignment. • Created and maintained process documents accessible to users of different proficiency levels, ensuring uniform program implementation.• Crafted and disseminated communications regarding changes and updates, providing guidance for program applications.• Contributed to enterprise-level projects, proactively identifying, and communicating quality team impacts, minimizing disruption, and effectively managing change.