Quality Program Manager
Tony Banks
Equifax
Atlanta,GA
Summary
Diligent professional with strong background in program management. Successfully led cross-functional teams to deliver complex projects on time and within scope. Demonstrated leadership and strategic planning skills. Certificate from Databricks Generative AI Fundamentals
12
Years of experience
Work History
Quality Program Manager
2 Years 9 Months- Identified program obstacles and communicated possible impacts to team.
- Ability to communicate with other teams to enhance the program and provide Operations teams with actionable insights.
- Ensuring adherence to the Quality Standard by managing the appeals process
- Managing closed Loop feedback by ensuring agents receive feedback.
Learning & Development Specialist
10 Years 1 Month- Train and mentor new personnel hired to fulfill various roles which includes Regulated, Legal, and D2C programs across the organization.
- Influenced updating training program curriculum. As part of New-Hire program I provide subject matter expert review on system processes and policy overviews that
- Proficient within Google spreadsheets to read and interpret dashboards.
- Developed lesson plans, instructional materials and Google practice tests for Revenue Growth and Consumer Regulated training courses.
- Best Practice sharing with trainers at partner sites by facilitating TTT's to introduce new policies, procedures, and new curriculum to aid training experience
- I had the opportunity to coordinate and lead training on any new call handling application such as OneObe Agent Desktop
Education
Associate Degree in Computer Information Systems - Associates of Electronics
- Relevant Coursework: [Security Awareness]
- Consumer Protection Laws Training
- Scholarship Recipient
Skills
I'm a Proactive person who approaches tasks with a future oriented perspective
Training program designed to equip agents with skills needed to effectively manage both call handling and back office operations
I'm Proficient in conducting dashboard reviews to analyze and assess agent performance
Cross functional specialist
can coordinate with different teams for either improvement in Knowledgebase articles or enhancing agent QA
Quality assurance - created quality forms to evaluate the Agentic agent and provided usable insights to development team for fine tuning
Open to learning new strategies for
Timeline
Quality Program Manager
Equifax
01.2024 - Current
Learning & Development Specialist
Equifax
09.2016 - Current
Reid State Technical College
Associate Degree in Computer Information Systems from Associates of Electronics