Sharla Spain
Charlotte,NC
Overview
13
13
years of professional experience
1
1
Certification
Work History
Quality Analyst
Qurate Retail Group
05.2021 - Current
- Mentored and coached team members on QA topics and strategies.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Entered quality scores and coaching into Verint for team member feedback and development.
Program Manager
WEC-Iqor
05.2018 - 03.2019
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on productivity strategies to accomplish challenging goals.
- Developed and maintained logistics workflows, procedures and reports.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
Customer Care Quality Assurance Manager
Iqor
01.2011 - 05.2018
- Performed root cause analysis to identify and resolve quality issues and defects.
- Created and maintained quality management systems to align with industry standards.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Implemented new quality assurance and customer service standards.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Monitored staff organization and suggested improvements to daily functionality.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
Education
No Degree - English Literature
Columbia College
Columbia, SCSkills
- New Project Development
- Advocate and Voice of the Customer
- Judgment and Decision-Making
- Active Listening
- Complex Problem-Solving
- Quality Improvement
- Monitoring
- Project Management
- Google Slides
- Risk Assessment
- Time Management
- Team Mentoring
- Project Planning
Certification
Merit America • Virtual 10/2021
Google Project Management Certificate
● Skill development includes estimating time and budgets, running effective meetings and managing stakeholders, identifying, and managing risks, applying Agile and Scrum frameworks, and navigating team dynamics.
Salesforce Sales Development Representative Certificate
Skill development includes identifying the Ideal Customer Profile (ICP) and target persona, generating call scripts using Conversational Selling strategies, communicating empathetically with customers, creating multi-channel sales outreach strategies, and understanding the basic principles of customer relation management (CRM) tools
Timeline
Quality Analyst
Qurate Retail Group
05.2021 - Current
Program Manager
WEC-Iqor
05.2018 - 03.2019
Customer Care Quality Assurance Manager
Iqor
01.2011 - 05.2018
No Degree - English Literature
Columbia College
Merit America • Virtual 10/2021
Google Project Management Certificate
● Skill development includes estimating time and budgets, running effective meetings and managing stakeholders, identifying, and managing risks, applying Agile and Scrum frameworks, and navigating team dynamics.
Salesforce Sales Development Representative Certificate
Skill development includes identifying the Ideal Customer Profile (ICP) and target persona, generating call scripts using Conversational Selling strategies, communicating empathetically with customers, creating multi-channel sales outreach strategies, and understanding the basic principles of customer relation management (CRM) tools
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