Responsible for creating programs and initiatives to help drive Customer Satisfaction Metrics across all sites Manage Inbound Sales ProgramsLeader of several SWAT Improvement Teams deployed to various sites - Focus on performance and process adherence improvementManage Offshore Quality Program - Multiple LOB - Complex, Offline, Care, Technical

Developed and planned the strategy to transition of all North American Quality Resources to offshore site in Philippines

Supervised and directed the work of Training & Quality Managers across the companyDeveloped, implemented and evaluated training and quality programs and made recommendations for improvement

Managed the Training & Quality Programs of Multiple sites (10), as well as large complex sitesDetermined training needs of call center operations, developed and administered training programs to meet Site & Client needs.Directed and coordinated quality programs, training and quality personnel to ensure customer satisfaction and performance standards were met with optimum efficiency.Developed, implemented and evaluated quality programs and training modules, lesson plans and training outlines.Researched issues and communicated findings to alleviate problems, inconsistencies, and improve overall customer satisfaction levels.Ensured Quality Department procedures, standards, documentation and reporting were maintained, updated and in compliance with quality performance levels.Prepared reports for management, clients and others as needed.Tracked training/ quality trends and made necessary changes to current programs