Ali Schmitz
Training & Instructional Design Leader | Driving Performance Through Innovative Learning Solutions & Quality Assurance
- Role
- Qa & Training Sr Manager at Second Nature
- Location
- Bend, US
- LinkedIn followers
- 500 followers
About Ali Schmitz
I transform how organizations learn by bridging the gap between instructional excellence…
Experience
Qa & Training Sr Manager
Jul 2025 — Present
Lead the Quality Assurance and Training team to deliver top-notch programs that enhance service delivery and employee performance. Develop and implement quality assurance initiatives, including audit frameworks, scoring methodologies, and performance evaluation processes. Create training materials and coaching resources that align with business objectives and address key opportunities identified through quality audits. Analyze quality trends and performance data to identify gaps, recommend process improvements, and drive long-term enhancements in performance. Collaborate with managers across Front-line Support, Data Management, Insurance, and BPO teams to ensure that quality and training strategies are aligned with business goals. Oversee the design and delivery of training programs for new hires, ongoing skills development, and process updates. Select and implement quality and training software solutions, such as Salesforce knowledge management and integration. Continually improve quality monitoring processes, including calibration sessions and feedback loops. Track and report on the effectiveness of quality and training programs, demonstrating their impact on business outcomes. Serve as a subject matter expert on best practices in Quality Assurance and Training, fostering innovation and continuous improvement across the organization.
Skills
- Telecommunications
- Umts
- Wireless
- Gsm
- 3g
- Lte
- Cdma
- Voip
- Call Centers
- Mobile Devices
- Cellular Communications
- Customer Experience
- 4g
- 2g
- Gprs
- Training
- Instructional Design
- Team Leadership
- Process Improvement
- Product Management
- Management
- Team Building
- Relationship Management
- Customer Satisfaction
- Customer Retention
- Vendor Management
- Sales
- Managed Services
- Business Strategy
- Sales Management
- Direct Sales
- Team Management
- Customer Service
- Troubleshooting
- Risk Management
- Business Analysis
- Crm
- New Business Development
- Microsoft Office
- Inventory Management
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