Leading With Impact
Quality Advocate
With 20+ years of experience, I specialize in building quality assurance programs that deliver measurable results and meet regulatory standards.
People-First Leader
As an extrovert, I thrive on collaboration and empowering teams through coaching, development, and fostering a culture of trust and positivity.
Compassionate Innovator
My empathy and understanding allow me to approach challenges with care, creating solutions that benefit both customers and colleagues.
High Producer
I consistently deliver results, managing complex projects, meeting tight deadlines, and exceeding expectations with a focus on continuous improvement.
Lifelong Learner
Staying ahead of industry trends and tools fuels my ability to innovate and drive impactful results.
Core Competencies
Quality Program Design
I specialize in developing and implementing comprehensive quality assurance frameworks that align with organizational objectives and operational excellence.
Metrics & KPI Analysis
I am able to translate complex data into actionable insights, enabling data-driven decision-making and performance optimization.
Regulatory Compliance
I have demonstrated expertise in ensuring adherence to industry standards and regulatory requirements while maintaining operational efficiency.
Performance Coaching & Team Development
I have a proven ability to cultivate high-performing teams through strategic coaching, professional development, and leadership mentoring.
Process Improvement
I am skilled in identifying inefficiencies and implementing streamlined workflows to enhance productivity and effectiveness.
Stakeholder Collaboration
I am adept at building cross-functional partnerships to align goals and drive organizational success.
Change Management
I am experienced in leading teams through transitions, ensuring smooth adoption of new processes and systems.
Data-Driven Decision Making
I am an expert in leveraging analytics to inform strategies and deliver impactful outcomes.
From Launch to Impact at Quontic Bank
September 2022 - Present
1
Program Launch
I established a robust Quality Management program for a newly formed 15-seat contact center. Designed performance metrics, developed comprehensive scorecards, and monitored multi-channel interactions (voice, chat, and email) to drive operational excellence.
2
Strategic Growth & Compliance
I was able to expand Quality Management practices to additional departments by creating a 1st Line of Defense monitoring program. Ensured end-to-end regulatory compliance across diverse workflows.
3
Data Driven Insights & Solutions
I identified critical operational gaps through advanced monitoring insights. I designed and executed targeted remediation plans, resulting in significant error reductions and improved process efficiency.
4
Continuous Improvement & Optimization
I have reevaluated and enhanced performance scorecards, aligning metrics with evolving strategic goals to maintain competitive standards.
Education & Technical Skills
Education
Bachelor of Science in Social Work, Keuka College
Quality CRM's
- Genesys
- Calabrio
- Engage
- InContact
- Ring Central
- HubSpot
Digital Banking
- FIS
- Horizon XE
- Mantl
- Happy Banker
- Alkami
- Glia
Additional Skills
- Advanced Excel,
- AI & Automation Tools, such as ChatGPT, Gamma AI,
- HR & Training Platforms: ADP, E-Learning, BAI
What Inspires Me
Discover my latest articles on LinkedIn, where I share professional insights, personal anecdotes, and inspirational stories. From quality management strategies to lessons in leadership and growth, my content is designed to inform, inspire, and connect.
Beyond the Metrics…
Furry Friends
I have three small friends - a Bichon Frise and two Chihuahua mixes. Say hi to Nikko!
Chalk Painting
I'm obsessed with furniture transformations - this was a dated piece that I made magical!
Re-Purposing
Why buy new when you can hunt for treasures? I source garage sales, estate sales and auctions to add uniqueness to my home.
Let's Connect
Ready to explore innovative solutions in quality assurance, contact center excellence, or leadership development? I thrive on building meaningful professional relationships and creating impactful collaborations. Let's start a conversation about how we can drive success together.
✉️ jennifercoltonsanchez@gmail.com