Landon White
Buda,TX
Summary
Dynamic Quality Assurance Manager with a proven track record at TTEC, leading a team to achieve record-breaking quality performance. Expert in root cause analysis and effective communication, driving a 10% increase in customer satisfaction while maintaining rigorous quality standards. Committed to continuous process improvement and operational excellence.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager
TTEC
01.2023 - 03.2025
- Managed a team of 16+ Quality Assurance Specialists and 1 Team Lead, evaluating up to 833 agents, achieving record-breaking quality performance, and exceeding monthly quality targets of 95% for 18 consecutive months, reaching an all-time high of 96.2%.
- Coordinated deliverables and project assignments, ensuring successful completion of 21,225 audits per month across 11 lines of business, and increased customer satisfaction by 10% in 2024.
- Created and maintained SOPs, conducted root cause analysis, and facilitated monthly calibration sessions, resulting in a deviation of 2.3% or less in the evaluation process.
- Established procedures and quality standards.
Quality Assurance Specialist
TTEC
01.2022 - 01.2023
- Conducted quality evaluations on up to 132 call center agents, identifying and reporting coaching opportunities, achieving a 10% increase in agent performance.
- Facilitated monthly calibration sessions with Customer Service and operations teams, ensuring a consistent evaluation process, and reducing deviations to 2.3%.
- Managed the NICE Engage (QA) System, creating and modifying QA forms, and generating reports, improving overall site quality and CSAT performance by 5%.
Service Delivery Supervisor
FANEUIL
01.2021 - 01.2022
- Coached and developed up to 22 agents on Call Center KPIs, achieving consistent top-ranking performance month over month.
- Maintained a team attrition rate of 2.1%, significantly lower than the site average of 8% to 10%.
- Analyzed performance data and inspected calls, resulting in a 95%+ quality goal achievement month over month.
Business Intelligence Reporting Analyst
ALORICA
01.2020 - 01.2021
- Developed and provided critical reports for AHT, CSAT, Quality, FCR, Scheduled Adherence, Billing, and Invoicing for a 600+ staff call center, increasing monthly revenue by 8%.
- Partnered with client system engineers to streamline reporting processes, reducing the time spent by Operation Supervisors on timecard reviews and corrections by over 80 hours per week.
- Analyzed performance data for trends, aiding in the improvement of overall performance at the agent, supervisor, department, and site levels.
Operations Manager
ALORICA
01.2010 - 01.2020
- Managed a call center department of 100 associates, including 3 exempt direct reports, achieving a profitable department month over month by maintaining compliance with KPI expectations such as AHT, CSAT, Quality, FCR, Staffing/Shrink, and Sales Leads.
- Coached, led, and trained exempt staff, improving overall department performance and reducing agent attrition below 5% by developing and conducting enhancement training, and participating in new hire interviewing, hiring, and training.
- Exceeded CSAT expectations of 93% month over month by implementing COPC action plans, utilizing problem-solving strategies and root cause analysis, and ensuring that SOPs were sufficient and updated.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
Operations Supervisor
CONCENTRIX
01.2003 - 01.2010
- Coached and developed up to 24 agents on call center KPIs, such as AHT, quality, schedule adherence, and CSAT, achieving a 95%+ quality goal month over month.
- Maintained a team attrition rate of 3%, significantly lower than the site average of 7%, by implementing effective retention strategies.
- Conducted over 200 monthly quality evaluations, analyzing performance data to optimize agent performance and ensure world-class customer service.
Education
High School Diploma -
Living Heritage Academy
Lewisville, TXSkills
- Operations Management
- Quality Management
- Reporting and analysis
- Problem Management
- Lean Six Sigma
- Data analysis
- Root cause analysis
- Standard operating procedures
- Process improvement
- Effective communication
- Conflict resolution
Certification
Lean Six Sigma Certifications
References
References available upon request.
Timeline
Quality Assurance Manager
TTEC
01.2023 - 03.2025
Quality Assurance Specialist
TTEC
01.2022 - 01.2023
Service Delivery Supervisor
FANEUIL
01.2021 - 01.2022
Business Intelligence Reporting Analyst
ALORICA
01.2020 - 01.2021
Operations Manager
ALORICA
01.2010 - 01.2020
Operations Supervisor
CONCENTRIX
01.2003 - 01.2010
High School Diploma -
Living Heritage Academy
Similar Profiles
Sheila CerbitoSheila Cerbito
Customer Service Representative (US Retail) at TTECCustomer Service Representative (US Retail) at TTEC
Ana SubiriaAna Subiria
FNOL at TTECFNOL at TTEC
Georgie TouzelGeorgie Touzel
Health Insurance Agent at TTECHealth Insurance Agent at TTEC
Shamieka GuiltyShamieka Guilty
Customer Service Representative at TTECCustomer Service Representative at TTEC
Isaiah JacobsIsaiah Jacobs
Garage Door Assistant at Eco Garage DoorGarage Door Assistant at Eco Garage Door