Annaliza Scholtz Email & Phone Number

Edmonton, Alberta, Canada

Taipei

Big Data analytics applications Mathermatical modelling (probability model, optimization model, simulation)Research and experimental designBusiness case development and management decision-making

Identify analytics and automation opportunities, build, and pitch analytics solutions, mobilize innovation projectsProjects: Digital transformationNet Promoter Score predictorCall reductionVolume forecastingEscalations reductionService level optimizationProcess milestones and workstream analyticsRollbacks and fallout analyticsInterfacing analyticsQuality assurance analyticsAgent performance analysisManage stakeholder relationship – performance management, governance, and analytics for 3rd party execution related to Fiber delivery Build and design data gathering model to measure and improve timeliness and quality End-to-end SLA and KPI identification, modelling, tracking, and visualization (Accenture and stakeholders) Operations tools creation and deploymentProcess creation, governance model design

Manage 3 teams of 13 quality analysts (QA) from 3 accounts (financial, e-commerce, and operator services) supporting around 400 frontline agentsMeets with Account General Manager, Training Manager, and Operations Managers to review performance results, provide root-cause analysis based on customer feedback and provide recommendations.Supervise QAs by setting their weekly goals and specific tasks, subsequently monitoring their performance against established goals / objectivesFacilitate weekly program update meetings and calibration sessions with QAsCreate and implement processes/policies or improvements and track success measuresCollaborate with Training and Operations in projects and processes for account improvementAct as resident Subject Matter Expert in addressing policy and process issuesCreate and maintain internal report templates, mine data (i.e. Weekly Staff, headcount Breakdown, Attendance and Disciplinary Report, Flash Report, Business Reviews)Create presentations and reports to external and internal clients during business reviews on quality metrics, identify/analyze opportunities and provide action itemsTrain new quality analysts on account-specific and quality assurance processes.Coach, mentor, and conduct one-on-one discussions with QA Analysts regarding work ethics, productivity, performance, and career growth. Devises development plans and career paths for QA Analysts and prepares them to handle increased responsibilities

Drive quality in a cluster with 11 teamsInitiates connection meetings with Operations Managers, Leads, and QAs to assess quality standing and brainstorm action itemsScrubs data and creates reports for cluster awarenessCreates workload distribution and delegates tasks for 8 QAs in the clusterMentors QA buddies within the clusterTracks and ensures 100% compliance from the QAs in the clusterPiloted a coaching assessment, which is currently implemented across sites in the Philippines, to drive coaching for excellenceInitiated the Coaching Matrix – a holistic coaching approach targeting external and internal qualityAuthored and delegated ECHO Complete Guide – a database of cases with calibrated scoring to foster consistency between QAs and TCs.Awarded Director’s Choice for outstanding performance in 2008.Primed QA buddy certification – equipped QA buddies with skills and information necessary to be full-fledged QAsSpearheaded initiatives from QA dept. on a quarterly basisRepresented site in national conference calls concerning customer satisfaction and national initiativesSupervised the development of all new hires during their transition from trainingConducted trainings for new hires concerning quality topicsCreated decks particularly about quality topics used for new hire class and transition queue periodPrimed an initiative targeting external quality which was rolled out across TELUS accounts – customer satisfaction increased from 53% to 62%Top scorer for Jan, Feb, Mar, April, and Dec 2008

Master'S Degree, Engineering/Industrial Management

Activities and Societies: Presenter and Best Paper Award, 14th International Congress in Logistics and Supply Chain Management Systems.

Bachelor'S Degree, Physics

Activities and Societies: Cum Laude Outstanding Student Assistant