Carolyn Lomax
Quality Monitoring & Surveilance Specialist @Synchrony
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WORK HISTORY
Quality Monitoring & Surveilance Specialist @Synchrony
Dayton, OH, US
Audit calls of Universal fraud team following equal spread across all weeks.Serves Fraud Quality Genius Subject Matter Expert.Create effective virtual coaching package. Timely forward to concerned person & also revert <24 hours for calibration cases.Conduct regular quality opportunity analysis to understand the root cause and present action plan/initiative to management.Highlight any upcoming trend/month end report of defects and proactively take action to minimize it.Provide input for training and job aides.Partner with Genius and Performance specialists to roll out quality updates.Own quality related communication and update dashboards on a timely manner.Own calibration process & client call listening on a rotation basis and clarify all process issues and drive consistency among raters.Maintain NICE database.Organize base camps with upstream or downstream processes to enhance customer experience.Review escalation cases & refer to the correct team/person
EDUCATION
Bethune-Cookman University
B.A.
University of Phoenix
MBA
SKILLS
ABOUT CAROLYN LOMAX
Skilled professional possessing extensive experience in the areas of training and…
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