Kathleen Ericsson
Toledo,OH
Summary
Accomplished Quality Auditor Supervisor with a proven track record at BroadPath Health Care Solutions, enhancing team performance and client satisfaction through expert coaching and problem-solving. A leader who works hard to help auditors move their careers forward. A very motivated, organized, professional seeking to find a new challenge in a fast-paced growing environment.
Overview
17
17
years of professional experience
Work History
Quality Auditor Supervisor
BroadPath Health Care Solutions
2019.10 - Current
- Lead and coach multiple teams of 2-15 Quality Analysts from many different projects at one time
- Provide regular feedback on team members' performances
- Collaborate with clients weekly to ensure accurate scoring
- Run calibration meetings multiple times a week
- Create, and review Weekly Business Reviews with clients
- Develop solutions to help improve quality scores
- Partner with operations management for continued development and improved scores
- Run and attend 2-8 meetings per day, both internal and for clients
Quality Auditor Supervisor
NexRep Virtual Call Center
2015.02 - 2020.04
- Provided regular feedback and coaching on team members’ performances
- Helped develop a high-performing team
- Motivated agents to meet and exceed metric goals (KPIs)
- Organized and ran weekly team meetings, calibrations, and one-on-one coaching sessions, via Skype and Teams
- Worked with the client on their Quality goals
- Created the scorecard used by Quality Auditors
- Made sure quality audits were done daily for each agent
Manager of Sales, and Service Specialists
1-800-flowers.com
2007.03 - 2015.01
- Managed a team of sales and service specialists
- Won Highest Team Conversion award for 2014
- Helped my team accomplish a top 3 position in sales numbers
- Completed quality audits and coached on sales and services
- Managed a team of 20-25 Business to Business agents (B to B)
- Helped develop agents and promoted them to Team Managers
- Supervised Seasonal Managers over the course of several holidays
- Monitored real-time adherence, attendance, and work state usage
- Payroll coordinator including planned time off, voluntary time off, and overtime
Education
Bachelor of Science - Major in Psychology And Minor in Sociology
University of Toledo
Toledo, OHSkills
- Knowledge of Salesforce, Genesys, NICE, Virtual Observer, and other call center systems
- HIPAA compliance
- Work Force Management
- Project Management
- Training and coaching
- Internal Auditing
- Problem-Solving
- Multitasking
- Public Speaking
Timeline
Quality Auditor Supervisor
BroadPath Health Care Solutions
2019.10 - Current
Quality Auditor Supervisor
NexRep Virtual Call Center
2015.02 - 2020.04
Manager of Sales, and Service Specialists
1-800-flowers.com
2007.03 - 2015.01
Bachelor of Science - Major in Psychology And Minor in Sociology
University of Toledo
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