Brad Harris

About Brad Harris

I’m a people-first leader with a passion for creating exceptional digital and contact center experiences that drive real business results. With a background in strategy, innovation, and operations, I’ve built a career around solving complex challenges, leading high-performing teams, and improving the way businesses connect with their customers.Here’s what I bring to the table:• Turning strategy into action: I take what I\'m hearing and learning from contact centers and translate them into practical, results-driven solutions that enhance customer experiences to drive loyalty, optimize operational efficiencies, and communicate insights to key business partners to move the product-business forward knowing what customers are wanting.• Building strong, high-performing teams: Leadership isn’t just about managing—it’s about developing people, fostering collaboration, and creating a culture where everyone can do their best work.• Creating meaningful partnerships: Whether working with internal teams or external stakeholders, I believe that strong relationships are at the heart of any successful business.At the end of the day, I love bringing people, technology, and strategy together to make a real impact—whether that’s improving a customer journey, driving efficiency, or helping a team grow and succeed.Areas of Expertise Include:Leadership & Management • Operations Strategy • Business Solutions • Digital Experiences Leadership • Revenue Generation • Contact Center Operations • Multi-Channel Distribution • Program Management • Solutions Implementation • Stakeholder Communication • Change Management • Digital Experiences Best Practices • Strategic Business Partnerships • People Management & Development • Business Process Improvement • Strategy & Execution • Risk Management • Project Management • Regulatory Compliance

Experience

1. Director, Bank Omnichannel Business Transformation & Design - Quality Monitoring Program

   USAA

   Aug 2025 — Present

   Spearheading business transformation and design quality assurance initiatives across omnichannel contact center operations, impacting over 22 million annual interactions. Leading a team focused on developing and implementing comprehensive quality assurance programs by simplifying, streamlining, and automating to drive scale, ensuring alignment with operational processes, regulatory requirements, and risk and compliance policies.Since assuming leadership, repositioned the program from a traditional monitoring function to a risk-anchored performance engine:• Call Audit Dispute Optimization: Launched and scaled an enhanced call dispute empowerment model, reducing non-viable submissions by over 45% and improving overturn effectiveness rates by over 50% through defined intake ownership and governance. Established clearer decision rights, improved operational accountability, and strengthened regulatory defensibility.• Calibration Modernization: Streamlined 47 fragmented calibration routines into a consolidated 17-routine model across internal, third-party, and QC teams, improving consistency, scalability, and stakeholder clarity while saving ~140 hours per month. Implemented structured post-session feedback loops to drive continuous refinement.• Targeted Testing Transformation: Retired legacy and low-value tests, redeploying ~550 hours per month into higher-risk coverage aligned to current standards and governance. Transitioned the program to a structured, risk-based framework that enhances transparency with the contact center stakeholders, reduces redundancy, and strengthens audit readiness.• Member Correction Oversight Realignment: Transitioned operational correction ownership to frontline leadership while maintaining Quality governance, improving accountability and driving ~10% improvement in correction accuracy. Reduced unnecessary corrective actions and freed ~480 hours on program side annually through process redesign and automation enablement.

Education

• Grand Canyon University

  Master's degree, Organizational Leadership

• Arizona State University

  Bachelor's degree, Business, Management, Marketing, and Related Support Services

Skills

• Leadership
• Relationship Building
• Process Improvement
• Team Leadership
• Agile Project Management
• Insurance
• Call Centers
• Retail Banking
• Change Management
• Sales
• Banking
• Risk Management
• Staff Development
• Property & Casualty Insurance
• Coaching
• Training
• Leadership Mentoring
• Customer Service
• Lean Six Sigma
• Business Process Improvement
• Team Building
• Management
• Operational Risk Management