ARLENE F. SCOTT
Forest Park,Georgia
Summary
Quality assurance professional with proven track record driving best in class service. Known for collaborative approach and commitment to delivering high-quality results. Trusted team member who adapts to evolving project requirements, utilizing strong attention to detail and analytical skills.
Overview
27
27
years of professional experience
Work History
Quality Assurance Analyst / Manager
Harte Hanks
11.2024 - Current
- Created Standard operating Procedures for the SE and SDR sales teams
- Created 2 repositories for Harte hanks and FIS to house our training documents and SOPS in Sharepoint
- Created content for the Allego Platform used to Train sales agents
- Audited recorded calls in Outreach Kaia created and distributed weekly call review summary reports and provided coaching feedback to leadership
Core Consultant, Quality Assurance Analyst / Manager, Project Manager
Deloitte
01.2021 - 01.2024
- Partner in state, local, and higher education sectors, offering advisory and training services focusing on talent and organization performance
- Collaborated with multiple project managers and team leads on data analysis, time studies, and quality assurance processes
- Projects include: Department of Health, New York; Pandemic Assistance, Ohio; TennCare, Tennessee; and MSDE Surge Child Scholarship, Maryland
- Generated training manuals for reporting procedures, including Quality Analysis Training Playbook, performing 'Mystery Calls' to test agents, new hiring training, and project onboarding
- Audited COVID-19 Hotline
- Initiated 'mystery calls,' testing agent abilities, and knowledge of Centers for Disease Control (CDC) protocol regarding pandemic and vaccines
- Executed agent behavior reviews and audits to uncover technical issues and outlier behaviors within multiple vendor teams
- Facilitated calibration sessions internally and with external vendors
- Assessed calls and emails regarding projects
- Onboarded, trained, and mentored four new hires and a six-person team as Operations & Maintenance Project Management Office (O&M PMO) Support Specialists
- Led team to provide operations support and update weekly reports
- Updated Organization Chart, OOO Tracker, and Onboarding / off-boarding trackers and reminders
- Created OOO Calendar that aligns with OOO Tracker
- Provided technical expertise, including ZOOM and TEAMS presentations, SharePoint, and PowerPoint
Workforce & Quality Performance Analyst
Verizon Telematics
01.2012 - 01.2021
- Performed quality analysis of recorded client care calls, sales calls, chat, emails, and social media posts for Verizon Telematics Internal and External call centers
- Assessed calls for content, business rules, and quality guidelines per standard operating procedure
- Documented results in SharePoint and provided them to agent managers and coaches via weekly and monthly reporting, partnering with agents to receive their paid incentives based on completed evaluations
- Performed Quality Audits for State Farm Sales, Volkswagen Response Center, and VZT Tier 2 Technical Support
- Managed ongoing projects to identify strengths, weaknesses, trends, process failures, and areas of opportunities within and across call centers
- Exceeded weekly quota of 75 audits
Quality Analyst
SunTrust Bank
01.1998 - 01.2012
- Performed quality analysis of recorded client care calls for the SunTrust online centers nationwide
- Evaluated based on content, business rules, and quality guidelines per corporate procedure
- Documented results within the NICE agent evaluation form and provided to agent managers and coaches via monthly reporting
- Enabled agents to receive incentive payments based on evaluations completed
- Accomplished quality audits for departments including sales, loans, service, customer care, e-phone, and mortgages
- Managed ongoing projects to achieve to identify strengths, weaknesses, trends, process failures, and areas of opportunities within and across call centers
Education
Psychology
Atlanta Metropolitan College
Atlanta, GA01.1988
Skills
- Voice Talent
- Quality processes
- Mentoring and training
- Issue Resolution
- Root Cause Analysis
- Call Monitoring
- Collaboration and communication
- Critical thinking abilities
- Internet Research
- Quality Assurance
Corporatecommendation
"Arlene leads a high-visibility bi-weekly calibration session that includes our client and competitors. She creates an atmosphere of acceptance and inclusion where everyone's comments and ideas are welcomed. Arlene can take an inch of feedback and stretch it for miles. I am proud to have her represent Deloitte before our clients and competitors.", Toni Taylor, Deloitte Project Manager
Cellular
(404) 510-2329
Personal Information
Title: CONTACT CENTER QUALITY AUDITOR
Community Service
- Impact Day, Led/partnered with a Deloitte team to beautify Kensington MARTA station in Decatur.
- Atlanta Community Food Bank, Connected food to homeless and needy individuals independently and via Verizon Telematics.
- Ronald McDonald House Charities, Alleviated financial burdens for families with sick children by providing food, working through SunTrust Bank.
- Soul Factory Church Ministry, Non-profit leadership for the 'Kids Eat Free' school-age ministry.
- Young Soldiers Youth Ministry, Non-profit membership.
References
Available upon request
Professional Highlights
- Initiated and implemented a Quality Analysis Training Playbook, allowing all practitioners to stand up a QA program for any project. Increased quality and saved Deloitte several thousand dollars in training and project management expenses.
- Received multiple Deloitte Awards, including 'Project Leadership with Exceptional Contributions' and 'Applause Award' for highest quality standards on two projects. Exceeded 25-audit daily quota.
- Audited, detected, and reported fraudulent check ring for SunTrust Bank, saving the company thousands of dollars and achieving 'SunTrust Bank Frog Award.' Consistently exceeded quota of 700+ audits monthly.
- Created interactive voice responses (IVR) and training webinars in multiple roles for SunTrust Bank, Verizon Telematics (VZT), and in partnership with Mercedes Benz USA (MBUSA), saving the companies $10,000+ versus hiring external voice-over talent.
- Earning the 'Verizon Telematics Premier Award' for creating and presenting a remote work proposal with standard operating procedures, winning a hybrid work schedule for the QA department on a trial basis.
- Recognized by senior management for excellent personnel management, hiring, onboarding, training, and mentoring of up to 60 managers, agents, and project leads.
- Engaged in the Metro Atlanta community as a powerful partner in ending hunger, especially among school-age youth.
Timeline
Quality Assurance Analyst / Manager
Harte Hanks
11.2024 - Current
Core Consultant, Quality Assurance Analyst / Manager, Project Manager
Deloitte
01.2021 - 01.2024
Workforce & Quality Performance Analyst
Verizon Telematics
01.2012 - 01.2021
Quality Analyst
SunTrust Bank
01.1998 - 01.2012
Psychology
Atlanta Metropolitan College