Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Allen

Coral Springs,FL

Summary

Dynamic and dependable Quality Audit Specialist with a strong background in call center performance improvement, quality assurance, and multi-tiered support. Known for a proactive, team-oriented approach, and a consistent willingness to assist colleagues and take on additional responsibilities to achieve team goals. Skilled in call auditing, developing training materials, and using Office 365 for in-depth performance reporting. Highly organized and adaptable, with a positive attitude, excellent problem-solving abilities, and a drive to meet challenging demands. Seeking a full-time role where I can leverage my interpersonal skills, auditing expertise, and passion for supporting team success.

Overview

16
16
years of professional experience

Work History

CSR Inbound 1/Quality Audit Specialist

Foundever
Denver, CO
10.2014 - Current
  • Serve as a Quality Auditor for a high-volume leave of absence management program, supporting multiple client organizations. Effectively manage multiple tasks simultaneously, including conducting call quality audits, generating detailed reports, initiating email communications, and providing real-time support via live chat to assist agents during active calls. Regularly handle customer calls to stay current with frontline responsibilities, and maintain strong soft skills essential for agent coaching and support.
  • Collaborate with leadership to uphold high-quality standards across the program. Support efforts to ensure individual agents consistently meet or exceed the 95% quality benchmark, while contributing to the team’s overall goal of maintaining performance above the 95% threshold.
  • Generate comprehensive audit reports that highlight key findings and trends, empowering leadership to make data-driven decisions for process improvement. Serve as the primary point of contact for all quality reporting, ensuring accuracy and consistency in communications with management.
  • Participate in monthly calibration sessions with clients and senior leadership to review quality standards, align on auditing criteria, and ensure consistency and accuracy in agent evaluations.
  • Enhance call center performance by implementing effective quality monitoring strategies, and providing timely, constructive feedback to agents for continuous improvement.
  • Conduct a quality analysis of email communications between shippers, stores, customer service agents, and customers to ensure clarity, professionalism, and adherence to service standards.
  • Boost customer satisfaction by reviewing call recordings to identify improvement opportunities, and delivering actionable recommendations to enhance service quality.
  • Conduct regular evaluations of agent interactions to ensure consistent delivery of high-quality, customer-focused service.
  • Lead as a subject matter expert in call center quality assurance, collaborating closely with team members and management to provide expert guidance, align best practices, and support continuous performance improvement.
  • Maintain well-organized, detailed records of quality evaluations to support performance reviews, and strategic improvement efforts. Monitor and analyze pass rates across key audit elements to identify trends, and prioritize areas needing targeted development.
  • Foster open communication between quality analysts and team members, creating a collaborative environment that supports continuous learning, growth, and performance improvement.
  • Optimize reporting processes to enhance efficiency in tracking and visualizing key call center metrics and performance trends.
  • Drive employee retention initiatives by actively recognizing top performers, celebrating individual achievements, fostering a positive team culture, and increasing overall engagement. Collaborate with leadership to implement recognition strategies that contribute to higher morale, and reduced turnover.
  • Champion a culture of continuous improvement by motivating agents to deliver exceptional customer experiences, and leading by example through consistently high service standards.
  • Collaborate with management to create targeted coaching plans that drive agent performance. Track individual quality trends to identify specific areas for improvement, ensuring coaching sessions are personalized and focused for maximum impact.
  • Create comprehensive reports highlighting quality metrics, individual agent performance, and key areas requiring additional support or resources to guide strategic coaching and development efforts.
  • Evaluate employee performance, and deliver constructive, one-on-one coaching to strengthen skills, enhance service quality, and support continuous development.
  • Present quality team expectations to new hires during orientation, emphasizing the importance of individual performance goals in driving overall team success.
  • Administer new hire assessment testing through mock calls, and deliver real-time feedback to reinforce quality standards and prepare agents for live interactions.
  • Train new Call Quality Audit Specialists by developing SOP's based on established best practices and daily workflows. Provide comprehensive guidance on quality standards to ensure consistent knowledge across all areas of responsibility. Foster a collaborative team environment where open communication is encouraged, enabling both independent work and cohesive teamwork to meet performance goals, and maintain alignment.

Bakery & Deli Associate

Winn-Dixie Supermarkets
Vero Beach, FL
01.2013 - 10.2014
  • Maintained a clean, organized, and welcoming store environment to enhance the customer experience.
  • Trained new team members on store policies, bakery procedures, and POS systems, supporting smooth on boarding and team efficiency.
  • Assisted customers with product inquiries, special orders, and locating merchandise, while promoting key bakery items.
  • Decorated and merchandised baked goods to boost visual appeal, and drive sales.
  • Set up and maintained attractive bakery displays for pastries, cakes, and pies, in alignment with seasonal promotions.
  • Followed quality, portion control, and presentation standards while preparing baked goods, soups, salads, and sandwiches.
  • Ensured food safety by rotating stock, checking expiration dates, and adhering to proper storage procedures.
  • Actively monitored the store for potential security concerns, and reported issues to management.
  • Prioritized customer service, often assisting guests before completing routine stocking, or cleaning tasks.
  • Accurately documented customer orders and communicated special requests to kitchen staff for timely fulfillment.

After-School Care Worker & Substitute Teacher

Suncoast Academy
Boynton Beach, FL
08.2009 - 05.2011
  • Supervised and engaged students in creative, educational, and physical activities in a safe, supportive environment.
  • Provided emotional support, positive guidance, and behavioral redirection to promote student well-being and development.
  • Delivered classroom instruction as a substitute teacher, following lesson plans, and maintaining continuity in learning.
  • Facilitated arts and crafts, storytelling, and music activities to enhance fine motor skills and creativity.
  • Enforced classroom rules and maintained order through age-appropriate behavior management strategies.
  • Sanitized toys, surfaces, and learning spaces to uphold health and safety standards.
  • Monitored children during lunch and recess, ensuring safety and positive peer interactions.
  • Prepared and maintained accurate attendance records, assignment logs, and compliance documentation.
  • Selected and adapted age-appropriate materials to support learning and student engagement during substitute teaching.
  • Collaborated with staff to maintain consistent routines and a structured, nurturing learning environment.

Education

High School Diploma -

South Tech Academy
Boynton Beach, FL
05-2006

Skills

  • Self-Motivated & Independent Worker
  • Team Collaboration & Support
  • Quick Learner with Adaptability
  • Peer Development & Training
  • Positive and Goal-Oriented Attitude
  • Exceptional Attention to Detail
  • Time Management & Multitasking
  • Strong Organizational Skills
  • Problem-Solving & Decision-Making
  • Written & Verbal Communication
  • Office 360 (Excel, Outlook, Word)
  • Smartsheets for Audit Tracking
  • Data Analysis & Report Creation
  • Call Quality Auditing & Assurance
  • Quality Metrics Monitoring
  • Auditing Standards Compliance
  • Performance Evaluation & Reporting
  • Coaching & Mentorship

Timeline

CSR Inbound 1/Quality Audit Specialist

Foundever
10.2014 - Current

Bakery & Deli Associate

Winn-Dixie Supermarkets
01.2013 - 10.2014

After-School Care Worker & Substitute Teacher

Suncoast Academy
08.2009 - 05.2011

High School Diploma -

South Tech Academy

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Jessica Allen