Daniel Spence
St. Catherine,Jamaica
Summary
Dynamic people leader with 8+ years of experience managing and developing high-performing teams, driving operational excellence, and elevating service delivery in fast-paced environments. I specialize in building strong, accountable teams through clear expectations, coaching, performance management, and a leadership style that balances support with high standards. My background in Quality Assurance strengthens my ability to identify performance gaps, streamline workflows, and ensure consistent adherence to KPIs and SLAs. I excel at creating structures, improving processes, and partnering with cross-functional stakeholders to resolve complex issues and enhance customer experience. Known for fostering collaborative, motivated team cultures, I consistently deliver measurable improvements in efficiency, quality, and overall team performance.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst (Acting)
Sutherland
03.2026 - Current
- Audited agent calls, chats, and case handling to ensure accuracy, compliance, and adherence to client and regulatory standards.
- Identified individual and team‑level performance gaps through detailed quality evaluations and trend analysis.
- Delivered clear, actionable feedback to agents and supervisors, supporting skill development and consistent improvement in quality scores.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Prepared quality reports and insights for leadership, helping guide performance strategies and continuous improvement initiatives.
Associate (Customer Support / Operations)
Sutherland
06.2025 - 02.2026
- Ensure adherence to established quality standards and compliance requirements.
- Document and track cases accurately to support audits and performance monitoring.
- Meet and exceed KPIs including CSAT, FCR, productivity, and quality benchmarks.
- Escalate recurring operational issues to support continuous improvement efforts.
- Maintain strict confidentiality and data protection standards.
Team Manager
Sagility
02.2021 - 05.2024
- Led and developed a team of frontline associates, driving performance through coaching, goal-setting, and structured accountability.
- Oversaw daily operations, ensuring consistent achievement of KPIs, SLAs, and customer satisfaction targets.
- Analyzed performance metrics to identify trends, implement action plans, and improve workflow efficiency.
- Collaborated with cross-functional teams to resolve escalations, streamline processes, and enhance service delivery.
- Fostered a positive, high-performance culture through engagement strategies, recognition, and continuous improvement initiatives.
Quality Oversight Lead
Sagility
01.2019 - 02.2021
- Conducted comprehensive quality audits to ensure full compliance with client, regulatory, and internal standards.
- Analyzed KPI trends and operational data to identify performance gaps and recommend targeted improvements.
- Developed and implemented corrective action plans that strengthened SLA adherence and overall service quality.
- Delivered coaching and feedback sessions to improve agent accuracy, productivity, and customer experience.
- Coordinated with Operations, Training, and Workforce teams to align quality initiatives with business needs.
Customer Service Representative
Sagility
06.2016 - 01.2019
- Managed high-volume interactions while maintaining quality and compliance standards.
- Accurately documented customer cases for audit and reporting purposes.
- Consistently achieved customer satisfaction and productivity targets.
Education
GSS Supervisory Management Level 3 -
Heart Trust NTA
01-2022
CAPE - undefined
deCarteret College
01-2015
CSEC - undefined
Porus High School
01-2014
Skills
- Teamwork and collaboration
- Problem-solving
- Time management
- Multitasking
- Computer skills
- Multitasking Abilities
- Excellent communication
- Organizational skills
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Critical thinking
Timeline
Quality Assurance Analyst (Acting)
Sutherland
03.2026 - Current
Associate (Customer Support / Operations)
Sutherland
06.2025 - 02.2026
Team Manager
Sagility
02.2021 - 05.2024
Quality Oversight Lead
Sagility
01.2019 - 02.2021
Customer Service Representative
Sagility
06.2016 - 01.2019
CAPE - undefined
deCarteret College
CSEC - undefined
Porus High School
GSS Supervisory Management Level 3 -
Heart Trust NTA