Quality Assurance And Training Supervisor resume example with 15+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
I am a polished professional with 10 years of people and project management experienced who has consistently developed high-performing teams. During this time, I have led strategically aligned initiatives that improved processes and gained efficiency. I have designed, developed and tactically deployed training and quality assurance programs to ameliorate the customer experience and drive the company vision and values.
  • Designed, Developed, and Deployed the 4 Pillar Training Model
  • Created and Co-Facilitated the Customer Relations Update at the National Sales Meeting
  • Designed and implemented a new Quality Assurance Model which leveraged the voice of the customer in order to translate if a call was successful
  • Automated the Monthly Attainment Sheets and Performance Reviews to save time for Supervisory Team
  • Expert understanding of Microsoft Office (Excel, PowerPoint, Outlook, and Word)
  • Proficient in Microsoft Access and SharePoint
  • Expert presentation and facilitation skills 
  • Film editing and novice film making abilities
  • Application Proficiency In: NICE, Impact 360, BOSS, AS400, Oracle, and Uptivity
  • Process Improvement
  • Project Management
  • People Development
  • SWOT Analysis
Quality Assurance and Training Supervisor, 02/2015 - Current
Taylor Corp Bozeman, MT,

Quality Assurance Functions: 

  • Managed 14 direct reports across 3 sites.
  • Benchmarked against leading customer service companies in order to deliver a world-class Quality Assurance Model.
  • Built training and videos to supplement the Quality model and shift company customer service culture
  • Held bi-weekly calibration sessions in order to drive consistent scoring on all calls by supervisors and analysts.
  • Developed an inclusive coaching model to comprehensively improve associate performance and proactively course correct observed behaviors.
  • Established metrics for Quality Analysts that were based on productivity and quality of evaluations.

Training Functions: 

  • Integrated a blended training model that allowed associates sufficient knowledge for success.
  • Installed a refresher training program that leveraged gap analysis discovered through lead capturing and quality data to improve performance.
  • Implemented metrics for facilitators and developers that provided consistent feedback and development goals.
  • Commissioned, scheduled, and designed training that allowed for 500 associates to be 100% cross-functional.
Quality Assurance Supervisor, 08/2013 - 02/2015
Carrier Enterprise Ocala, FL,
  • Managed 27 direct reports across 4 call centers; Tampa, Atlanta, Tulsa, and Toronto.
  • Redesigned the quality forms for all business groups throughout the enterprise using the 3 Lenses Approach; Used Customer Perspective, Best In Class, and Business Needs Lenses.
  • Developed new scorecards that drove efficiencies and kept the impact to the customer as the focus.
  • Established a more efficient method to assign agents to analysts using an automated system.
  • Created a development program for advancements of direct reports with checkpoints to ensure participation.
Learning and Performance Facilitator, 06/2010 - 08/2013
Coca-Cola Refreshments City, STATE,
  • Demonstrated my effectiveness as a facilitator by scoring a 4.87 out of 5.0 facilitator effectiveness rating, 87% graduation rate, and a 90% average assessment score; while training over 200 agents.
  • Led and developed content on high profile training initiatives in North America that led to over $5 million in increased revenues.
  • Supervised new hire agents from orientation to graduation; having to deploy progressive discipline and have difficult conversations as necessary.
  • Quarried and analyzed reports to track progress in adherence, sales, quality, AHT, ACW, and other necessary metrics to determine an agents preparedness.
  • Conducted gap analysis and designed training based on the findings across all sites.
  • Commissioned to create presentations for high-level meetings including videos and activities for the Senior Leadership Meeting for the Vice President of Customer Care and State of the Department presentation for the Director of Training for Coca-Cola.
Regional Market Trainer and Sales Manager, 11/2009 - 06/2010
Mattress Firm City, STATE,
  • Traveled to retail locations to facilitate standard curriculum that drove sales volumes.
  • Analyzed vendor percentages and sales reports for every associate and designed specialized training On-boarded new hire associates, providing sales techniques and methods that helped prepare them for the sales floor.
  • Created plans for continuing education for all sales managers and to track current training tools are being completed.
  • Developed a new milestone checklist for new hires to track their progress.
  • Built an in-depth product chart to help new hires familiarize themselves with our product features and prices.
Director of Training, 05/2005 - 11/2010
Big Cat Sports, Inc City, STATE,
  • Facilitated training for all associates.
  • Developed company-wide training program for all new hires to increase product knowledge and ensure proper representation of the company.
  • Created and tracked self-coaching forms for associates at all 5 locations.
  • Design all educational material for new products that were being launched and quizzes to determine comprehension.
Education and Training
: Business Marketing, Expected in 2016
Southern New Hampshire University - Manchester, NH
Summa Cum Laude
MBA: Organizational Leadership, Expected in 2018
Southern New Hampshire University - Manchester, NH
In Progress

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Southern New Hampshire University
  • Southern New Hampshire University

Job Titles Held:

  • Quality Assurance and Training Supervisor
  • Quality Assurance Supervisor
  • Learning and Performance Facilitator
  • Regional Market Trainer and Sales Manager
  • Director of Training


  • MBA

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: