Rita Harris
Director Call Center Operations/Senior Operations Manager/ Training Manager
- Role
- Director of Quality Assurance and Training at Monogram Health
- Location
- Nashville, TN, US
- LinkedIn followers
- 500 followers
About Rita Harris
Operations Leadership * Call Center Contact Center Management * Coach/Motivator * Mentor * Customer Focused * Results Driven * Project Management * Process Improvement * Quality Control Senior Operations Manager with more than 20 years of Call Center/Contact Center experience. I have a proven record of building Top Performing teams for internal and BPO (Business Processing Outsourcers). I understand the importance to ensure goals and objectives are met per the client’s request/needs. I take pride in my strong ability to Drive for Results Quarter over Quarter. I am comfortable in utilizing my Business acumen in analyzing data to identify opportunities and drive for improvement. My Motto: Take care of the people ( customers and internal employees) and the Business will Thrive!
Experience
Director of Quality Assurance and Training
Jan 2023 — Present · Brentwood, TN, US
Directly manages a team of Quality Assurance Specialists, who audits a large percentage of calls to measure quality and to ensure policy and procedures are followed.• Provides guidance, coaching, and support to drive excellence in performance.Conducts regular audits, identifying areas for improvement and ensuring compliance of quality standards.• Defines and implements quality metrics and goals, establishing a culture of quality improvement. • Track quality concerns, failures, and trends, and provide reporting to senior leadership.• Fosters a culture of quality awareness and accountability throughout the organization.• Partners with the leadership team for continuous quality improvement• Developing and implementing a comprehensive quality management system that aligns with industry standards and regulatory requirements.• Directs training for Call Center operations in Brentwood, Nashville and Arizona for all new hires and current staff as new polices and workflows are implemented. • Presents Member Services Program during New Hire orientation for Call Center representation.
Education
University of Memphis
Bachelor of Business Administration (B.B.A.), Production Operations of Mangement
1980 — 1986
University of Memphis
Bachelor of Business Administration (B.B.A.), Business Administration and Management, Concentration: Production Operations of Management
1980 — 1986
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