Rachel Ross
Cx Quality Manager @Lifeforce
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WORK HISTORY
Cx Quality Manager @Lifeforce
US
Build & Own the CX QA Program • Designed an end-to-end AI-enabled QA framework across voice, chat, email, and digital channels • Defined quality standards, scoring models, and CX metrics aligned with brand values and business goals • Established governance, calibration, and continuous improvement processesLeverage AI & Analytics • Implement and optimize AI-driven QA tools (conversation intelligence, sentiment analysis, NLP, automated scoring) • Partnered with data, product, and engineering teams to refine AI models for accuracy, fairness, and reliability • Balanced automated QA with human insight to ensure context and empathy are preservedTurn Insights into Action • Analyze trends and root causes from AI-generated QA data • Translate insights into clear recommendations for operations, training, coaching, and leadership • Measure QA impact on CSAT, NPS, FCR, compliance, and customer effortCoach, Calibrate & Influence • Lead calibration sessions to align AI outputs with human judgment • Build coaching frameworks that combine AI insights with personalized agent feedback • Present insights through dashboards and executive-ready storytelling
EDUCATION
American Public University System
Bachelor of Business Administration (BBA)
SKILLS
ABOUT RACHEL ROSS
Over 17 years of experience working on Customer Service Escalations 19+ years of Call Center experience, 16 of those in a leadership capacity A proven effective mentor for career development with associates Solid knowledge of employee metrics and statistics 11 years of Project Management Driving the development of superior customer service and high performance Possess strong team leadership, motivational, and coaching skills Extremely productive in a high volume, high stress environment Able to develop and implement policies and procedures Proven ability to lead and direct multiple business groups Six Sigma Lead on multiple projects saving over $4.2 million in company savings Competent in Microsoft Excel, Word, Access and PowerPoint
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