Quality & Compliance Manager
DoublePositive, an OSG Company
Mark started as contact center agent over 7 years ago and quickly moved up through departments to take on the role of Quality & Compliance Manager for contact center operations in 2015. In this role, he transitioned his team from a manual review process to a robust speech analytics program. Today, he and his small team of two analysts touch 40K consumer interactions across 7 contact centers daily, ensuring DoublePositive’s rigorous quality and compliance standards while also finding actionable operational insights, supplying clients with invaluable CX and VOC data, and generating ROI through efficiencies in hiring, training, staffing, and call strategies.