Colleen Dillon

About Colleen Dillon

I am a seasoned Contact Center and Quality Assurance leader with 20+ years of experience—and 14 years in management—transforming customer experience, compliance, and operational performance across financial services, healthcare, e-commerce, and global BPO environments.What sets me apart is my ability to bridge people, process, and technology. I’ve built QA programs from the ground up, implemented and optimized speech analytics platforms and turned customer insight into clear actions that improve CSAT, reduce complaints, shorten handle time, and strengthen compliance.My leadership style blends empathy and accountability. I’ve led QA analysts and vendor teams of 20+ across the U.S, India, the Philippines, and Africa, creating coaching methodologies rooted in nonviolent communication, empathy, and de-escalation. By shifting QA from an adversarial “audit function” into an empowering partner for agents, I’ve boosted retention, engagement, and frontline execution.I thrive at the intersection of analytics and coaching—finding the “needle in the haystack” in speech analytics data, surfacing patterns and risks, and translating them into targeted coaching and cross-functional fixes with Training, Operations, and Legal. My expertise in process improvement, compliance oversight, and VOC integration (CSAT/NPS) ensures that every customer interaction meets the highest standard of quality and care.Above all, I am passionate about using QA and speech analytics to elevate customer experience, protect the business, and empower employees.A recent colleague explained,\"Colleen is perceived as an obstacle breaker, solutions provider and outstanding results driven individual. She is assertive, a critical thinker and a leader, and very well respected by her team. She can learn processes thoroughly and is remarkable at building and leveraging relationships while doing it. She built a reputation as trustworthy and experienced leader with outstanding process improvement and quality management skills.\"Another stated,\"Colleen was consistent, dependable, a great planner, and an amazing motivator that exceeds the expectations in the jobs that she was placed in while working with me.she became the ambassador for the customer care team and helped bridge the gaps of knowledge between other teams within our organizations.\"

Experience

1. Center Manager

   HairClub

   Oct 2025 — Present

Education

• Michigan State University

  Bachelor's degree, Psychology

  2001 — 2005

Skills

• Budgets
• Program Management
• Credit
• Microsoft Office
• Team Building
• Nonprofits
• Coaching
• Call Centers
• Time Management
• Quality Assurance
• Employee Training
• Microsoft Word
• Team Leadership
• Financial Analysis
• Powerpoint
• Microsoft Excel
• Process Improvement
• Outlook
• Leadership
• Strategic Planning
• Budgeting
• Customer Service