Professional Quality Assurance Supervisor
PROFESSIONAL QUALITY ASSURANCE SUPERVISOR 01/14-: Columbus, Ohio Support process team in identifying, verifying, analyzing, and implementing process improvement. Provide analytical support for process improvement initiatives. Assist in development of new process capabilities. Perform project management, analytics, Notable Accomplishments: Reduced dropped calls for 41% and Increased the help desk production to 97%. Reduced hiring cost by implementing new hiring process. Improved ACD queue process by reducing the waiting time with an increase of 13%in customers satisfaction.