Senior Quality Evaluator (October 15th 2005 – Till date) • Design, monitor and evaluate adherence to and efficiency of key customer related process that support ability of account to achieve business results and client satisfaction through transaction monitoring. • Design process change suggestions, with support of Manager, to achieve desired business goals, high productivity, and client and customer satisfaction. • Analyze results and trends on all quality metrics across accounts. • Provide data to support staff teams and accounts. • Management on program level results/trends for all elements evaluated including but not limited to, training, coaching and development, recommend and support implementation of appropriate changes. • Support management focus on review of key transaction monitoring drivers. • Assist with the development of Quality Evaluators. • Facilitate and participate in Continuous improvement and 6-sigma projects. • Support and coordinate Quality monitoring process audit and system reviews. • Maintain accurate metrics of direct reports, individual performance as well as overall team level performance.