Avra Sweeney
Quality Improvement Specialist @SSENSE
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WORK HISTORY
Quality Improvement Specialist @SSENSE
Montreal, QC, CA
Responsible for leading a core team of 10 Senior Customer Experience agents. Supervise, coach, and train a team of 3-6 QA specialists in order to improve effectiveness, efficiency, and personal growth. Generate reports and share regular updates with the customer experience team. Collaborate with HR teams to manage ramp-up and ramp-down, ensuring proper back-end onboarding and offboarding for seasonal employees. Identify opportunities in which a workflow, program or procedure is needed to improve Quality and Performance. Identify quality issues, research, design, and implement solutions.
EDUCATION
McGill University
Bachelor of Arts - BA
CEGEP - John Abbott College
Commerce
Herzliah High School
Science
ABOUT AVRA SWEENEY
With over a decade of global experience, I bring a people-first, data-informed approach to building high-performing teams and cultures. I began my career in the service industry, where I learned the power of meaningful experiences - something I continue to deliver by shaping how organizations engage their people and serve their customers. Recognized for connecting the dots between employee experience and business outcomes, I advise senior leaders, lead cross-functional initiatives, and drive talent strategy. I’ve built coaching programs to upskill teams, recruited top talent to elevate brand reputation, shaped AI quality programs to boost efficiency, and implemented cross-departmental surveys to turn customer feedback into actionable insights - led with empathy and teamwork. Leading teams inspired my commitment to mentoring future talent through the McGill Mentor Program.
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