LARENCE BROCK
Albany
Summary
Operations leader with 20+ years of experience in building high-performing teams and driving operational excellence. Success in quality management, compliance, and customer experience initiatives within contact centers. Recognized for developing talent, managing performance programs, and implementing strategic solutions that enhance organizational performance.
Overview
27
27
years of professional experience
Work History
Quality Assurance Supervisor
CENTENE
Albany
06.2022 - Current
- Lead a team of 10 Quality Assurance Specialists responsible for quality monitoring, employee development, operational support, and customer experience improvement initiatives within a large national contact center environment.
- Lead, coach, and develop a team of quality professionals, continuing a leadership career managing teams ranging from 5 to 25 employees across operations, quality, and retail environments.
- Direct recruiting, interviewing, hiring, onboarding, and talent development activities, including successful promotion of team members into expanded leadership responsibilities.
- Present quality metrics, emerging trends, and strategic recommendations during monthly operational reviews with business leaders and stakeholders.
- Partner with Operations, Training, and Workforce Management teams to identify trends, resolve operational challenges, and improve customer experience outcomes.
- Led the successful transition to Centene corporate quality processes and standards in 2024, ensuring organizational alignment and operational continuity.
- Directed rollout and adoption support for a redesigned quality evaluation framework in 2025, improving consistency in performance measurement and coaching practices.
Quality Improvement Analyst
VERSANT HEALTH
Albany
06.2018 - 06.2022
- Provided analytical and operational support for quality improvement initiatives, compliance programs, and organizational performance management efforts.
- Analyzed performance data, operational trends, and quality metrics to support strategic decision-making and continuous improvement initiatives.
- Redesigned the organization's policy and procedure governance process following a corporate merger, establishing standardized workflows and compliance review procedures.
- Created and implemented a corrective action plan program for provider monitoring, including policies, procedures, communications, and tracking systems.
- Served as subject matter expert and presenter for Quality Improvement Committee meetings and leadership discussions.
- Built dashboards and reporting tools used to monitor key performance indicators and identify improvement opportunities.
Privacy Analyst
MAXIMUS
Albany
02.2017 - 06.2018
- Coordinated privacy incident investigations and compliance activities across multiple business areas.
- Reduced a backlog of more than 800 privacy incidents to fewer than 100 through workflow improvements and process optimization.
- Supported internal audit programs that contributed to successful ISO recertification efforts.
- Designed and implemented privacy reporting training that improved reporting accuracy and reduced incorrectly submitted incidents.
Quality Control Supervisor
MAXIMUS
Albany
08.2016 - 01.2017
- Led quality control operations supporting mailroom, data entry, and research teams.
- Conducted coaching, performance management, and training activities to improve employee performance and engagement.
- Established calibration processes and quality review meetings that improved consistency and operational alignment.
- Collaborated with operational leaders to identify workflow gaps and improve efficiency.
Research Supervisor
MAXIMUS
Albany
11.2015 - 08.2016
- Directed workflow planning, staffing assignments, and operational priorities to achieve productivity and quality goals.
- Implemented process improvements that reduced reporting errors and improved operational efficiency.
- Provided mentoring, coaching, and leadership support to team members and peer supervisors.
Store Manager
RITE AID
Albany
10.2011 - 08.2013
- Managed all aspects of retail store operations, including staffing, customer service, inventory control, financial performance, and compliance.
- Led recruiting, hiring, training, and development efforts for store employees.
- Managed sales performance, labor budgets, inventory controls, and operational expenses.
Store Manager
HOT TOPIC, INC.
10.1999 - 10.2011
- Directed all aspects of store operations, including staffing, sales performance, payroll management, customer experience, inventory control, and loss prevention.
- Recruited, trained, and retained high-performing teams, enhancing overall team effectiveness in fast-paced retail environments.
- Cultivated future leaders through coaching, mentoring, and succession planning, ensuring strong performance management.
- Progressed through leadership roles over 12 years, managing retail operations across locations in New York, New Jersey, and Connecticut.
Education
High School Diploma -
Newburgh Free Academy
Newburgh, NY06-1995
Skills
- Quality management and continuous improvement
- Performance and process optimization
- Root cause analysis
- Contact center operations
- Customer experience and engagement
- Workforce planning and compliance
- Operational excellence
- Project leadership and stakeholder management
- Cross-functional leadership and change management
- Employee development and people leadership
- Business reporting and organizational transformation
Skills
People Leadership, Contact Center Operations, Customer Experience, Performance Management, Employee Development, Workforce Planning, Continuous Improvement, Change Management, Process Optimization, Root Cause Analysis, Quality Management, Operational Excellence, Cross-Functional Leadership, Stakeholder Management, Project Leadership, Business Reporting, Compliance Management, Organizational Transformation
Professional Development
- Leadership Development
- Performance Management
- Quality Management
- Compliance
- Process Improvement
- Change Management
Timeline
Quality Assurance Supervisor
CENTENE
06.2022 - Current
Quality Improvement Analyst
VERSANT HEALTH
06.2018 - 06.2022
Privacy Analyst
MAXIMUS
02.2017 - 06.2018
Quality Control Supervisor
MAXIMUS
08.2016 - 01.2017
Research Supervisor
MAXIMUS
11.2015 - 08.2016
Store Manager
RITE AID
10.2011 - 08.2013
Store Manager
HOT TOPIC, INC.
10.1999 - 10.2011
High School Diploma -
Newburgh Free Academy