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QA Supervisor

I'm a driven individual and a quick study, especially with those things technology related. I worked in the action sports arena for several years, followed by 8 years in communications and technology.  I have a proven track record of effective leadership that has resulted in outstanding results for my organizations and promotions for my direct reports.

•	Direct supervisor to a team of Quality Assurance Specialists
•	Designed and implemented CLIMB Soft Skills and Call Flow model for use in call center
•	Conducted audits on calls, emails, and chat to ensure positive customer experiences and compliance with internal guidelines, policies, and legal requirements
•	Analyzed Voice of the Customer survey data and made subsequent recommendations for process/policy improvements
•	Conducted monthly calibration sessions with call center leadership to ensure consistent coaching to representatives
•	Worked with individuals and teams within the call center to identify and remedy negative trends that impacted customers or the business 
•	Presented plans and reported on results to call center leadership 
•	Resolved customer experience escalations and supervisor QA monitors escalations

•	Material design/creation for use in Verizon Wireless call centers and stores nationally
•	Developed and maintained relationships with and support of call center leadership teams in order to drive achievement and exceeding of company and call center goals
•	Delivered customer service, technical support and business financial operations trainings for new hire programs and continuing education of call center based employees
•	Launch team member for Verizon Remote Diagnostic; delivered initial trainings and train the trainer sessions via live and virtual classrooms; trialed, collected and delivered focus group feedback on tool
•	West Area Tech Support core team member and Tech Support lead for Irvine center
•	Internal digital marketing in support of device/product launches and upcoming trainings
•	Participated in interview process for on boarding and promotion of call center employees

Sr. Trainer

Find out detailed information about Barbara Woods, QA Supervisor in La Habra, CA

Barbara Woods: QA Supervisor in La Habra, CA

Barbara Woods: QA Supervisor in La Habra, CA

Barbara Woods

Oakley

Verizon Wireless

Azusa Pacific University

Strayer University