James Colin Green
San Antonio
Summary
Driven Quality Assurance Manager with success in achieving results in operations, policies, and procedures. Highly focused on refining efficiency in evaluation and scheduling agents appropriately. Proficient in change agility.
Overview
11
11
years of professional experience
Work History
Quality Assurance Manager
Gap Inc
10.2023 - Current
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Helped create and institute a new evaluation practice based on values demonstrated from inception to implementation.
Real Time Analyst
LVMH
08.2021 - 10.2023
- Monitor and manage multiple platforms including email, chat, and phones
- Monitor 600 agents for schedule adherence across multiple international sites
- Review and institute new strategies for better workflow management using data gathered from multiple sources including Tableau and Genesys
- Support and publish multiple daily reports such as absenteeism, average handling time, and no call no show reports for management at regular intervals
Workforce Real Time Analyst
TTEC
09.2020 - Current
- Monitor 1500 agents for schedule adherence across three sites in real time
- Review and produce strategies for better workflow management
- Support and publish multiple daily reports such as absenteeism, service level updates, and average handling time
- Lead manager/WFM alignment meetings
Real Time Analyst
TripActions
10.2019 - 03.2020
- Built and implemented reports detailing day to day analytics.
- Developed and executed new strategies for workflow management.
- Analyze forecast data and Intra-Day Performance data to determine gaps in coverage across 3 international sites.
- Maintain multiple daily reports such as quarterly update reports, absenteeism, and overtime needs
- Lead daily management meetings to discuss goals and break down data, collaboratively with management.
Real Time Analyst
Genpact
10.2017 - 10.2019
- Analyzed reports and data to identify inefficiencies.
- Developed workflow solutions by identifying and resolving common issues.
- Ensured network, system and data availability and integrity through preventative maintenance.
- Provided documentation on start-up, shut down and first level troubleshooting of processes.
- Worked with multiple sites around the world to identify, track, and resolve system bugs.
- Reviewed and analyzed systems functions and reporting processes to ensure continuous accuracy.
- Train incoming RTAs in system processes at four different sites worldwide.
Freelance Film Maker
SAG-AFTRA
09.2013 - 08.2017
- Worked on various deadline-driven film and television productions across the New York City area.
- Collaborated on several short films, serving as editor, director, producer and screenwriter with exceptional attention to detail to ensure quality product.
- Gained valuable knowledge working with and managing employees in order to maintain budget.
Education
Bachelor of Arts - Film And Video Production
Texas State University
San Marcos12.2007
Skills
- Microsoft Office Powerpoint
- Excel
- Scheduling Management
- Tableau
- EWFM
- IEX
- Aspect
- Calabrio
- Genesys
- CXOne
Timeline
Quality Assurance Manager
Gap Inc
10.2023 - Current
Real Time Analyst
LVMH
08.2021 - 10.2023
Workforce Real Time Analyst
TTEC
09.2020 - Current
Real Time Analyst
TripActions
10.2019 - 03.2020
Real Time Analyst
Genpact
10.2017 - 10.2019
Freelance Film Maker
SAG-AFTRA
09.2013 - 08.2017
Bachelor of Arts - Film And Video Production
Texas State University
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