Amber Staadt
Inspirational People Leader who Coaches & Develops High Performing Teams | CX Quality Program Creation | Customer Experience Program Management | Process Improvement Developer & Implementer | QC Regulatory Compliance
- Role
- Quality Assurance Manager at DCM Services
- Location
- Sedalia, CO, US
- LinkedIn followers
- 500 followers
About Amber Staadt
Versatile leader with proven track record designing and implementing exceptional customer…
Experience
Quality Assurance Manager
Jun 2024 — Present
Directly manage a team of Quality Assurance Specialists overseeing quality and regulatory compliance for deceased collections. Develop processes to drive efficiency and accuracy, while gathering regulatory compliance and call observations data to support key business initiatives and strategic decisions.• Drive employee engagement and culture with a team of 7 quality assurance specialists, ensuring accuracy, efficiency, providing coaching and development.• Provide strategic direction and QA program oversight for deceased collections following regulatory compliance requirements.• Facilitate and participate in calibration sessions with operation managers and clients across multiple portfolios. • Collaborate with Training and Operations to develop quality assurance training for frontline new hires. • Trend analysis on quality monitoring and compliance reporting on overall health of the QA program to address performance gaps and risk mitigation. Deliver insights and recommendations to senior leadership team to drive improvements across all quality metrics• Manage and maintain quality assurance tool system. • Manage monthly assignments for quality and operations teams to ensure client specific service levels are met.
Skills
- Career Development
- Process Creation
- Telecommunications
- Call Centers
- Project Management
- Customer Service
- Process Improvement
- Coaching
- Time Management
- Quality Assurance
- Problem Solving
- Close Attention to Detail
- Project Planning
- Supervising
- Management
- Team Building
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