Tracie D. Holmes

***** ****** ***** *** ***, Woodbridge VA 22191 571-***-**** (C) adriid@r.postjobfree.com

Sr. Quality Assurance Manager – Contact Center Quality, Training & Program Management

Results-driven, detail-oriented Quality Assurance Management Professional with a demonstrated record of success in developing, directing program initiatives and conflict resolution. Possessing an extensive range of expertise leading quality initiatives such as calibration, call monitoring, reporting, analysis, ISO 9000 auditing, QEHS auditing, internal auditing, continual improvement, Lessons Learned, Standard Operating Procedures, and Quality Plans while directing internal and external Integrated Management Teams.

SKILL AREAS

Quality Management Change Management Board Quality Methodologies SOPs and Quality Plans Project/Program Management Customer Service Training PMO Management Continual Improvement Process Improvement Initiatives Contractual Requirements Requirements Testing Customer Satisfaction Cross Functional Team Leadership Quality Reporting, Trending and Analysis Quality Analyst Team Management Client Calibration Operational Readiness Testing ISO 9000 Internal Auditing Internal Process Audits CMMI Auditing Problem Solving Client Relationship Management SLA, KPI, OLA Monitoring and Process Improvement Lessons Learned Process Development and Management Data Analysis

PROFESSIONAL EXPERIENCE

Maximus Federal, Washington, DC 11/2018 - Present

Data Analyst – Quality Management

Sr. Quality Manager

General Dynamics Information Technology (GDIT), Washington, DC 12/2012 – 11/2018

Quality Manager, Sr. Manager

Enhanced and enforced Quality Assurance and Control Plan (QAQCP)

Managed team of quality monitors and trainers, and conducted program training

Hosted and facilitated weekly Program Management Office (PMO) calibration sessions with the client

Compiled weekly calibration variance reports and trend analysis to be reported to internal and external stakeholders

Developed survey tabulation results to be presented to internal Integrated Product Teams and client

Created reporting processes and procedures for standard and ad-hoc quality and operational reports

Development and execution of the internal audit program utilized across program to ensure compliance of documented processes and procedures

Conduct International Organization for Standardization (ISO 9001) audits to maintain Quality Management System (QMS) compliance

Conducted Quality Environmental Health and Safety (QEHS) audits

Administered and participated in weekly/monthly/quarterly program and team reviews with client to provide program status updates

Performed role of Acting Program Manager while simultaneously performing the Quality/Training Manager role

Managed the data analysts and continual improvement team

Developed Continual Improvement tracking tool to document program improvement efforts

Determined root cause analysis for failing Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Operational Level Agreements (OLAs) to determine rationale and recommend process improvement

Served as the daily point of contact for government clients

Developed program staff job descriptions for recruitment efforts

Tool development, administration, management, and client presentation of program wide lessons learned process to support future program iterations

Responsible for overseeing the development and monitoring of program and quality metric dashboards ensuring all contractual metrics were being adhered to

Recruited and hired contact center employees including participation within the background investigation process

Developed an internal quality team tool to map applicant qualifications from resumes to the company job description

Developed employee performance goals and improvement plans

Accountable for protecting the security of Title 13 information and Personally Identifiable Information (PII)

Developed and facilitated continual improvement process efforts to suggest mediation and modification for existing areas of opportunity

Developed and enforced program Standard Operating Procedures (SOPs) to define and support quality processes

Facilitated company Customer Satisfaction Surveys (CSAT) across multiple contracts

Reported CSAT results to Executive Management

Assisted in the development of as well as the updating of scorecards and scoring guidelines

Responsible for meeting with Business Development (BD) program capture managers regarding pipeline opportunities for new business development and creating reports for the Program Director’s review

Assisted in determining root causes of complaint calls selected by the client

Assisted in Pink Hat reviews for government contracting Request for Proposal (RFP) submission opportunities

Provided New Hire training to incoming team members

Site Quality Coordinator responsible for quality related risk assessments

Managed Operational Command Center Quality Team

Designed on-the-job training plan for staff development

Collaboratively worked with Integrated Product Team Leads and Subs

Development and management of all Quality reporting for the program

Convergys, (at PBGC) Alexandria, VA / Reston, VA 2008 – 2012

Program Manager, Quality Assurance / Training Manager

Managed assigned Government contracts estimating an overall total of $28M (averaging over $5M per year)

Facilitated overall program oversight and management of Service Contract Act (SCA) team

Assisted in the development of fiscal year budgeting plans and managed monthly and fiscal year budget and P&L

Performed oversight and management of key performance indicators (KPIs)

Developed auditing process of program Standard Operating Procedures (SOPs)

Developed monthly, quarterly, and yearly program reports for management and client review

Assisted in the enhancement of First Call Resolution efforts through monitoring, training, and coaching

Hosted monthly, quarterly, and yearly business meetings with clients and executive management

Assisted in handling management/supervisor escalation complaint calls from irate customers

Spearheaded relationship management of varying levels of personnel ranging from Customer Service Representatives to program Government officials at the contract level

Assisted in coaching Customer Service Representatives

Managed day to day operations of the Quality / Training Department

Implemented reporting system to track work efficiency of the Quality / Training team

Created staff development training modules aimed at increasing job-related skills

Designed a calibration tracking system to make process more efficient to improve staff alignment

Traveled with client to assist in customer care service training of field service agencies

Created quality call handling procedures/guidelines later adapted by the client to promote call quality consistency

Designed facilitator and participant training manuals for CSR New Hires, Quality Assurance Specialists, Team Leaders, and Field Benefit Administrators (FBA)

Presented quality initiatives at the annual government Benefits Administration and Payment Department (BAPD) conferences

EDUCATION

B.B.A., Business Administration/Marketing, Eastern New Mexico University, Portales, NM

PROFESSIONAL DEVELOPMENT

Client Services Officer Training – Convergys

Future Leaders Program Completion – Convergys

CELEMI Apples & Oranges Business Finance for Everyone Diploma

GDIT Yellow Belt Training Certificate of Completion

GDIT Program Management Certificate of Completion

International Organization for Standardization (ISO 9001) training

Quality Environment Health & Safety (QEHS) Site Lead Certificate of Recognition

Quality Environment Health & Safety (QEHS) Internal Auditor Certificate of Recognition

ITIL Foundations Certification in IT Service Management

Quality Methodologies and Standards for Project Management Course Completion

TECHNICAL PROFICIENCY

MS Word, MS Excel, MS PowerPoint, and MS Outlook; GNAV Pro, SharePoint, CRM, Tableau Reader, eTalk, Genesys, and Calabrio One call recording systems.

PROFESSIONAL AFFILIATIONS

North American Call Center Professionals

Global Women’s Network (GWN)

American Society for Quality (ASQ)

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