Layla Brown Email & Phone Number

Jacksonville, Fl, Us

Develop, scale, oversee and maintain five quality assurance programs for member facing-contact centers and shared services.• Conduct, track, analyze, and document quality audits for 300- 500 agents to ensure CMS quality standards are met.• Build, collaborate, and scale offshore B2B QaaS program(s) in Chennai and Manilla.• Leverage tools such as; Looker, Jira, Confluence, Workday, G-Suite, Canva, Qualtrics and Talkdesk to compile, analyze, and relay findings to stakeholders andinternal teams.• Created and lead quality call calibration program for all member facing external vendors; to drive mission and compliance alignment

Remote

• • Partner with three QA Supervisors as needed to manage data analysis of project performance and trends for a scaled project of 5000 agents. • Create training materials to enhance project productivity by 32% and overall cohort accuracy by 18%. • Deep-dive into specific project areas and work stream types to perform root cause analysis on clientele issues and investigate opportunities for improvement.• Serve as an EDD and CAUI subject matter expert and main point of contact for agents, supervisors, and upper management• Form recommendations for process improvements to strengthen feedback loops between our stakeholders and internal teams.• Analyze individualized analytics and assess trends for 600 - 1000 agents. • Scale and build an effective workflow process and quality programs for designated workstreams, to streamline QA processes and promote cohesiveness.

Remote

• Developed a Quality program that reflects the client's values including a formalized training and quality program.• Managed and maintained databases to prepare and present monthly, quarterly, and annual Quality Assurance and Improvement reports.• Produced reports utilizing Excel, Google Sheets, Smartsheets, Salesforce, VMware and various deliverables to the project director and clientele. • Recruited and oversaw development of 30-50 Quality Analysts’ productivity, adherence to tasks, and individualized mentorship.• Collaborated with training and development on project needs, adjudicator performance and training needs based on error trend analysis.• Conducted, tracked, and documented quality audits for 400- 600 agents to ensure quality standards are being met.• Served as an Adjudication and COUI subject matter expert and main point of contact for agents, supervisors, and upper management• Spent 70% of each day utilizing Salesforce, to analyze and record large volumes of data to influence overall consumer experience. • Created and implemented needed material to boost project performance by 23% such as: QA project plan outline, error trend reports, scripts, FAQ’s, etc.

Remote

• Trained, supervised, and coached 300+ agents on an ongoing basis to enhance overall project output by 13%.• Coordinated with project director to review 200+ agents and ensure SLAs and requirements are met per the clients’ standard. • Compiled project reports along with individualized agent reports to articulate overall project progress to client.• Managed onboarding and offboarding processes to ensure smooth transitions. • Increased process improvement by over 15% • Monitored and reviewed teams’ progress and delivered progress reports to project management and clientele.• Interfaced with project management to coordinate direction from the client to ensure proper implementation and follow up.• Developed and implemented innovative methodologies to improve customer service and overall operations by 20%.• Collaborated with the project manager to develop individualized performance goals project staff utilizing Sharepoint, AWS, and Genesys.

Remote

• Managed both individualized and group sessions with students ages 4-12 to promote educational development. • Manage and develop a team of Trainers with a variety of experience, providing guidance, coaching, and consistent feedback; observe trainings that are led by Trainers to ensure accuracy• Implemented strategic and efficient lessons designed specifically for the student.• Researched approaches that are suitable to the students’ skill level and needs based off trends and report provided by educator.• Assisted the students with intrapersonal skills such as confidence development.• Created and maintained careful records of tutoring hours, preparation hours, student progress and reported these on a weekly basis to the supervising teacher.

Hallandale Beach, Florida, United States

• Directed the day-to-day operation while assisting customers in resolving consumer complaints nationwide.• Spearheaded the team’s data analysis on KPIs saving each teammate 6 hours per week on data entry.• Collaborated with leadership support to increase overall productivity by 24%.• Utilized client-specific tools to research inquiries, document customer interactions, and issue resolutions.• Managed 20 corporate locations remotely using Millennium and Salesforce. • Established ambitious quotas and helped 30+ customer success associates implement personalized plan to achieve targets