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Jessica Francom

Quality assurance Manager

  • Salt Lake City UT
  • 801-856-0309


I am looking to obtain a position where I am able to maximize my management skills, assist with program development, and expand my professional experience. I would also like to increase my knowledge of business analysis and administration.

Work History

May 2015Present

Quality Assurance Manager

Young Living Essential Oils
  • Manage team of quality analysts and team leads as they monitor a center of 400+ employees to ensure members are getting outstanding customer service
  • Create, manage and run reports to track the performance of customer service representatives' quality scores, survey scores, and trending data on weekly, monthly and quarterly basis
  • Calibrate quality analysts, managers, team leads and outsource partners to current quality standards as determined by company leadership
  • Revamp quality program to improve general customer experience and company KPI's by focusing on each individual member interaction
  • Work in conjunction with managers  and team leads to review previous customer experiences for potential coaching opportunities
  • Assist in creation of Credit and Replacement Audit team, including scope of duties and audit guidelines
Jun 2013May 2015

Tcc Account Manager

  • Maintaining designated metrics, including Productivity and Quality Standards
  • Making business-appropriate decisions and recommendations for large-scale sellers, including ways to grow, develop, and market their items on and off the site
  • Sustaining a professional attitude while using problem solving skills and knowledge of eBay policies, products and services to formulate solutions for members
  • Effectively communicating with a variety of people, including teammates in other departments, Team Leaders, Coaches, and members, both over the phone and through email
  • Making empowered decisions that benefit both my members and eBay as a company independently
  • Structuring individual Training classes and effectively presenting ideas to my peers and superiors
May 2010Sep 2013

Verizon Wireless Project


I began my tenure as a Production Supervisor, where responsibilities included: 

  • Managing a team of 10 to 12 representatives’ and their production statistics
  • Creating individualized action plans for each representative, based on department goals
  • Managing administrative duties, such as payroll, absenteeism reports, and real-time productivity, in a timely manner
  • Coaching representatives to meet high quality expectations

I was then promoted to the Local Workforce Manager, where I handled: 

  • Using global forecasting numbers and local call requirements to schedule a site of 400+ representatives, including building team meetings, trainings, and over time when appropriate
  • Working with Operations Managers to understand gaps in staffing and work to hit daily call commitments
  • Coding schedules, using IEX, based on adherence, real time data and the needs of OMs, QAs and Supervisors
  • Overseeing the Workforce Department, who was in charge of real-time monitoring of the center

I then took a position as a Trainer, where I was in charge of:

  • Interaction with local workforce management to coordinate training
  • Analyzing call forecasting and using it to schedule representatives for training
  • Running billing, efficiency and scheduling reports as necessary using Microsoft Excel, IEX, CMS and Cisco systems
  • Being an expert on New Hire and Continuing Education subject matter
  • Supervising and training classes of up to 60 Adults, ranging from ages 18 to 60+


Aug 2009May 2012

University of Utah