Part of team that successfully gained our ISO 27001 certification.Played a pivotal role in the design of our work from home solution since COVID-19 happened.Ensuring that data collected is reliable and valid while exceeding call center budgeted goals.Provide motivation, direction and metrics for the interview team.Evaluating individual performances, rewarding and correcting employees whenever appropriate.Ensuring adherence to established Quality Assurance standards for data collection.Monitoring sample to maximize project efficiency and staffing requirements.Created and implemented a training program that improved interviewer performance and quality.Lead a team to implement a higher standard for call dispositions to improve interviewer productivity.

Overseeing all aspects of the phone room which maintained between 10 and 34 interviewers.Leading a confident, diverse call center team who understands a sense of urgency and production balanced with excellent customer service and quality.Ensuring that data collected is reliable and valid while exceeding call center budgeted goals.Provide motivation, direction and set goals for the interview team.Evaluating individual performances, rewarding and correcting employees whenever appropriate.Maintaining time cards for interviewers and properly reports time to employment agencies.Ensuring adherence to established Quality Assurance standards for data collection.Monitoring sample to maximize project efficiency and staffing requirements.Created and implemented a training program that improved interviewer performance and quality.Lead a team to implement a higher standard for call dispositions to improve interviewer productivity.