Quality Assurance Panel Discussion

Quality Assurance Panel Discussion

As we all know, the customer experience is at top of mind for all of our organizations. In today's rapidly changing contact center, and increasing customer expectations, ensuring a high level of customer satisfaction through effective and efficient customer service is more of a priority than ever. Panelists will be sharing their insights, best practices, and experiences in delivering meaning quality assurance experience for the businesses and customers they support. This panel will discuss some of the latest trends, challenges, and solutions they have employed to ensure that your contact center continues to deliver exceptional employee and customer experiences. 

Meet the Moderator and Panelists

Mandi Jarman of Observe.ai moderates our panel today, coming with 10+ years experience in the AI, Contact Center and Telecom space. Mandi brings an understanding of how to effectively implement and use AI within your organization.

Andrea Banks currently serves as the Sr. Manager for the Contracts Administration and Quality Assurance (QA) Teams on the Maximus Texas (TX) Enrollment Broker (EB) Project. 

Deidre Spencer currently serves as the Manager, Global Quality Programs for Expedia Group (VRBO). She has  been in the Contact Center industry for over 20 years with most of my time supporting offshore vendors and Vendor Manager partners. 

Amanda Lancaster is currently with Austin Energy having worked in various Contact Center environments for over 15 years.  She brings a unique perspective and experience in that she has been both the Vendor and the Client in private and public sectors.

Tony Ajufo is a Quality Analyst with TML Health.