Emily Bradley-Kane
Richmond,VA
Summary
Dynamic and results-driven professional with over 4 years of experience in high-growth environments. Expert in data operations, quality assurance, and process improvement. Demonstrated ability to turn insights into action, collaborate cross-functionally, and achieve extraordinary results in complex settings.
Overview
5
5
years of professional experience
Work History
Head of Quality and Training for North America
Allianz Partners
Richmond , VA
2024.06 - Current
- Spearheaded the transformation of process improvement initiatives, enhancing business performance by developing actionable insights from customer experience data and VOC surveys
- Partnered with Operations, Learning & Development, and Customer Experience teams to drive data and insights delivery
- Managed a team of analysts responsible for building and maintaining dashboards for tracking performance and service metrics, supporting informed decision-making and strategy development
- Collaborated with senior management to devise strategies for employee career development, aligning initiatives with business objectives.
Operations Director of Quality Assurance & Process Excellence for North America
Allianz Partners
Richmond , VA
2022.03 - 2024.06
- Led a team of 60 QA professionals across multiple regions, enhancing associate performance through structured feedback and coaching
- Directed a team that utilized data analytics to uncover process improvement opportunities, generating insights for customer experience enhancements
- Established the foundation for a Process Excellence team to conduct journey mapping and process reviews, driving policy and system improvements.
Operations Quality Assurance Manager
Allianz Partners
2019.09 - 2022.03
- Designed a regional QA model that streamlined processes and improved collaboration across North American Business Units
- Supervised a QA Analyst role to provide in-depth data analysis, identifying root causes and developing actionable recommendations.
Education
Master of Education in Student Affairs -
Clemson University
Clemson, SC05.2014
Bachelor of Science in Communication -
University of Central Arkansas
Conway, AR05.2012
Skills
- Data Analysis
- Project Management
- Cross-Functional Collaboration
- Process Improvement
- Strategy Development
- Communication
- Operational Excellence
- Change Management
- Stakeholder Engagement
- Leadership
- Team Management
Accomplishments
- Supported the launch of a Global Call Center in India, establishing QA metrics and processes that ensured program success.
- Led process reviews and journey mapping workshops, driving policy changes and system enhancements that improved efficiency and customer satisfaction.
- Developed and implemented innovative training programs, leveraging cutting-edge approaches to enhance associate skills in a Contact Center and Claims environment.
Timeline
Head of Quality and Training for North America
Allianz Partners
2024.06 - Current
Operations Director of Quality Assurance & Process Excellence for North America
Allianz Partners
2022.03 - 2024.06
Operations Quality Assurance Manager
Allianz Partners
2019.09 - 2022.03
Master of Education in Student Affairs -
Clemson University
Bachelor of Science in Communication -
University of Central Arkansas
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