Jackie Wages

Experience

• 

  Branch

  Jun 2022 - now

  Contact Center Quality Assurance Manager

  *Quality Oversight: Ensure adherence to quality standards within the phone contact center, encompassing licensed insurance sales and service teams.*Team Leadership: Manage and lead a team of quality assurance analysts, fostering a collaborative and high-performing environment.Process Improvement: Implement best practices and continuous improvement methodologies to enhance operational efficiency and effectiveness.*Communication: Align with Branch departments and key stakeholders to meet business initiatives and communicate quality observations.*Audits: Design QA Models for multiple departments. Lead QA associates as they conduct audits and provide valuable feedback for leadership to utilize in coaching sessions with their agents.*Training: Develop and execute comprehensive quality-related training programs in collaboration with the training team.*Reporting: Generate and present periodic reports to highlight quality metrics and performance indicators.*Resolution: Identify and resolve quality issues promptly, ensuring minimal disruption to operations and maintaining service excellence.*KPI: Establish and meet quality KPIs for internal quality auditors to ensure alignment with business objectives. *Customer Satisfaction: Collaborate with internal teams to enhance customer satisfaction by improving call quality while adhering to underwriting standards. Show less