Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Miranda Dopson

Stoughton,MA

Summary

Highly analytical and results-driven Quality Assurance Specialist with over 15 years of comprehensive experience in call center operations, customer service, project management, and team leadership. Proven expertise in developing and implementing quality assurance programs, enhancing customer experience, and driving significant process improvements. Adept at leveraging data for actionable insights, fostering agent development through tailored training, and administering complex quality systems. Exceptional problem-solver, consistently calm and productive in high-pressure environments.

Overview

20
20
years of professional experience

Work History

Quality Assurance Specialist - Call Center

ButcherBox
07.2021 - Current
  • Designed, implemented, and managed comprehensive quality assurance policies and procedures, ensuring adherence to established guidelines and performance benchmarks.
  • Analyzed and reported on key quality metrics, identifying trends and conducting in-depth quality audits to pinpoint areas for operational and agent improvement.
  • Evaluated extensive quality data to generate actionable recommendations, directly contributing to enhanced agent performance and a superior customer experience.
  • Proactively identified and resolved agent and non-agent workflow inefficiencies and production issues through diligent quality check processes.
  • Facilitated crucial communications and presented proposed solutions to management and cross-functional business partners, driving collaborative problem-solving.
  • Ensured consistent adherence to company-wide quality guidelines across all customer support channels through continuous monitoring and regular audits.
  • Significantly contributed to the development and ongoing enhancement of agent training programs and learning/knowledge content.
  • Managed the distribution of critical process documentation, knowledge resources, and training updates, ensuring consistency and accessibility across all support teams.
  • Collaborated effectively with teammates to continuously refine and optimize processes, improve knowledge documentation, and enhance information accessibility.
  • Functioned as administrator for quality systems, providing expert guidance, training, and support to system end-users.
  • Key Achievements: Spearheaded a comprehensive redesign of Quality Assurance grading rubrics, successfully shifting from a checklist-based evaluation to an impact-focused feedback system that prioritized customer experience and contextual insights.
  • Developed and implemented robust agent learning paths, including targeted new hire quality assurance lessons and an extensive series dedicated to integrating company core values into support and sales agent roles.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Business Development Specialist

Security Lock Distributors
10.2020 - Current
  • Supported key MRO and e-commerce customers through proactive account management, including reviewing and maintaining customer scorecards.
  • Conducted comprehensive sales and trend analysis to identify growth opportunities and inform strategic decisions.
  • Acted as a primary liaison between customers and internal Operations teams, ensuring seamless communication and issue resolution.
  • Managed and generated detailed sales reports for designated strategic partners, providing critical insights to the Director of Sales.
  • Prepared and presented productivity reports for the Director of Sales, aiding in the performance tracking of Technical Sales Representatives.
  • Assisted in the creation and delivery of effective training modules for both Technical Sales and Customer Service Representatives.

Account/Order Entry Specialist

Security Lock Distributors
03.2019 - 10.2020
  • Managed all Order Entry and Customer Support for the company’s largest customer, ensuring high levels of accuracy and efficiency.
  • Imported and meticulously reviewed all orders via EDI systems, resolving discrepancies related to pricing or availability.
  • Ensured accurate ticket printing to appropriate warehouses and provided necessary labeling for shipments.
  • Communicated proactive inventory updates and lead times to customers for out-of-stock materials.
  • Completed routine daily tracking of open Grainger orders, factory backorders, expedite requests, shipment statuses, and stocking order statistics.
  • Reviewed weekly supplier performance reports and participated in bi-weekly calls with customer representatives to discuss scorecards and address potential issues.

Customer Service Representative

Security Lock Distributors
01.2019 - 03.2019
  • Provided first-call resolution for inbound customer inquiries related to returns, order tracking, and order issues.
  • Supported 3-4 Technical Sales Representatives by promptly obtaining pricing and order status information, and responding to customer requests via email and phone.

Senior Quality Assurance Analyst – Call Center

Computershare US
12.2005 - 01.2018
  • Addressed customer complaints directly and rectified errors from initial calls, ensuring high client satisfaction.
  • Maintained robust client satisfaction through consistent call monitoring, weekly reporting, monthly audits, and thorough complaint research.
  • Collaborated with Team Leads and Floor Managers to equip agents with necessary tools for continuous improvement.
  • Identified and addressed trending issues discovered during call monitoring by informing support staff and disseminating tips and clarifications to all agents.
  • Promoted agent development by tailoring approaches for individual situations, providing personalized feedback, and presenting action plans to the Operations team for continued growth.
  • Traveled to other Computershare offices to conduct comprehensive training for New Hire agents, Quality Assurance team members, and Team Leaders.
  • Ensured new agents met high quality standards by facilitating pre-dialing new hire testing and providing management with detailed results and recommendations.
  • Managed ongoing development of new hires through additional monitoring and dedicated reporting once dialing commenced.
  • Created and implemented extensive training materials and agendas that successfully developed and standardized the practices of all Quality Assurance monitors and analysts.

Education

High School Diploma -

Stoughton High School
Stoughton
06-2004

Skills

  • Quality Assurance & Performance: Quality Control, Performance Metrics, Quality Audits, Root Cause Analysis, Process Improvement, Data Analysis, Reporting, Customer Experience (CX) Optimization, SLA Management, Compliance
  • Training & Development: Training Program Design, Curriculum Development, New Hire Onboarding, Agent Learning Paths, Knowledge Management, Content Creation, Facilitation, Coaching & Mentoring
  • Call Center Operations: Call Monitoring, Workflow Optimization, Production Issue Resolution, Customer Support, Inbound Call Handling, Order Entry, Account Management, Customer Relationship Management (CRM)
  • Project Management & Leadership: Project Coordination, Team Leadership, Cross-functional Collaboration, Stakeholder Communication, Problem Solving, Strategic Planning
  • Technical Proficiency: MaestroQA (including AI tools), Lessonly, Zendesk, Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, Teams), Miro, Jira, EDI Systems, CRM Software, New System Implementation & Administration

Timeline

Quality Assurance Specialist - Call Center

ButcherBox
07.2021 - Current

Business Development Specialist

Security Lock Distributors
10.2020 - Current

Account/Order Entry Specialist

Security Lock Distributors
03.2019 - 10.2020

Customer Service Representative

Security Lock Distributors
01.2019 - 03.2019

Senior Quality Assurance Analyst – Call Center

Computershare US
12.2005 - 01.2018

High School Diploma -

Stoughton High School

Similar Profiles

CREATE PROFILE