Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
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Kathy Pettit

San Antonio,TX

Summary

Driven, risk focused Director with over 20 years of comprehensive experience overseeing daily operations of quality and operational Insurance contact center teams. Hardworking and versatile professional well-versed in collaboration, influencing and negotiation with internal and external stakeholders and customers. Extensive knowledge of quality programs, people management, talent development, operational execution and insight development.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Director, Quality Assurance

USAA Insurance
San Antonio, TX
07.2017 - 04.2023
  • Responsible for Quality Assurance outputs and reporting for USAA Insurance Contact Centers providing actionable insights to experience owners and operational leaders in addition to corporate scorecard metrics.
  • Managed 50 - 80 quality specialists, managers and advisors as well as owning oversight for third party quality results to ensure KRIs are achieved.
  • Guided and motivated staff to drive maximum performance, increase efficiency (evaluation production up 50%) and generate innovation.
  • Provided professional development opportunities and coaching to quality employees resulting in an average of 7 promotions per year.
  • Delivered actionable insights for action plan development/modifications for quality requirements below acceptable thresholds resulting in 82% of those improving to meet minimum thresholds in 2022.
  • Experienced with risk and controls environment.

Manager, Quality Assurance

USAA
San Antonio, TX
05.2012 - 07.2017
  • Directly managed team of up to 15 insurance specialists monitoring their performance and addressing any issues.
  • Trained employees on additional job positions to create redundancy and allow employees to professionally develop.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Recruited and hired qualified candidates to fill open positions.
  • Provided routine coaching and feedback both addressing any challenges and celebrating successes in personal performance.
  • Minimized staff turnover through appropriate selection, orientation and training.

Manager of Operations

USAA Insurance
San Antonio, TX
09.1999 - 05.2012
  • Hired and onboarded team members to meet immediate and expected demand.
  • Addressed customer concerns with suitable solutions.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Built strong operational teams to meet process and production demands.
  • Responded to information requests from superiors, providing specific documentation.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Created corrective actions based on adverse KPI trends.

Education

Bachelor of Arts - Psychology

The University of Texas At San Antonio
San Antonio, TX
05.1994

Skills

  • Quality Assurance / Quality Control
  • Calibration procedures development
  • Insurance operations & underwriting
  • Recruiting & hiring
  • Training and mentorship
  • Verbal and written communication
  • Operations management
  • People management & development

Certification

  • Licensed Personal Lines Insurance Agent
  • Certified Property Casualty Underwriter, 4 of 8 parts completed

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Director, Quality Assurance

USAA Insurance
07.2017 - 04.2023

Manager, Quality Assurance

USAA
05.2012 - 07.2017

Manager of Operations

USAA Insurance
09.1999 - 05.2012

Bachelor of Arts - Psychology

The University of Texas At San Antonio

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Kathy Pettit