Managed a team of United Auto Worker employees responsible for maintaining and updating employee records, including daily audits, measuring, evaluating, and reporting audit results to senior managers. Developed and continuously refined QA strategies. Supervised, coordinated, and monitored staff activities to ensure prompt, courteous and accurate responses. Performed staff management functions, such as interviewing, hiring, training, delegating day-to-day activities, and performance evaluations . Monitored the Quality Team to ensure work accuracy and adherence to policy, while tracking and trending issues to identify training needs.Achievements:• Coordinated key functions with other departments, including working with: o The Training Department to identify and then implement tactics to close knowledge gapso Business Analysts/Management to define new procedures or changes to current procedures• Served as a single point of contact to process internal and external escalations.• Created documentation detailing an Access-based Quality Database and manuals defining the expectations for and activities of both the Quality Team Lead and the Quality Team members.• Back up Phone Unit Team Leader