* Quality Frameworks: End-to-End Auditing, Calibration, Scorecard Design * B2B Lead Validation: CRM Data Integrity, Lead Classification (MQL/SQL) * Compliance & Risk: Script Compliance, GDPR & CAN-SPAM Regulatory Policies * Performance Optimization: Agent Coaching, Quality Improvement Plans (QIP) * Stakeholder Relations: Client Interfacing, Recurrent Business Reviews

Results-driven Quality Assurance Analyst and former Supervisor with over 15 years of
experience optimizing operational efficiency and agent performance in
high-volume B2B lead generation and customer service environments. Proven track
record of designing quality frameworks, conducting complex data audits, and
ensuring strict compliance with client scorecards and global data privacy standards
(GDPR/CAN-SPAM). Skilled at bridging the gap between quality metrics and
operational excellence through data-driven recommendations and impactful agent
coaching.