Marcie Toomey

Evaluate agents phone and chat performance using our home grown QA program.

Project manager for our automated quality management forms. This now scores all agent interactions

Responsible for the performance of 4 other quality analysts.

Monthly QA reports

• Monitored and evaluated employee performance post-training sessions.
• Facilitated role-playing scenarios to improve communication skills among team members.
• Assessed training needs through feedback and performance evaluations.
• Collaborated with management to align training with company goals and standards.
• Implemented onboarding processes for new customer service employees.

• Assisted customers in selecting merchandise and provided product knowledge.
• Maintained store organization by restocking shelves and arranging displays.
• Processed transactions accurately using point-of-sale systems.
• Engaged customers with friendly service to enhance their shopping experience.