Tiffany McNamara has over 20 years of experience in quality assurance and customer service roles at EGS/Alorica in Frankfort, NY. She currently serves as Corporate Quality Liaison, where she leads quality audits across multiple sites, trains new analysts, and ensures alignment with client priorities. Previously, she was a Customer Care Supervisor and Customer Service Representative, where she coached teams, resolved complex customer issues, and met performance goals. McNamara has skills in quality assurance software, workforce management tools, and Microsoft Office.

1. Tiffany McNamara
Corporate Quality Liaison - EGS/Alorica
Frankfort, NY 13340
tiffmcna@gmail.com - 315-601-0348
Authorized to work in the US for any employer
WORK EXPERIENCE
Corporate Quality Liaison
EGS/Alorica - Utica, NY - 2003 - Present
• Collaborated with senior leadership and directors to create action plans to ensure compliance with client
quality standards.
• Responsible for deep dive audits on agent calls, analyzing data, and providing feedback to all appropriate
parties to track progress on performance metrics over three sites(Utica, NY; Lacrosse, WI; Greensboro, NC)
• Mentored, trained and certified newly hired quality analysts
• Hosted calibration sessions with agents, leaders, and client executive leadership to ensure alignment of key
priorities and execution of action plans
• Conducted and created re-enforcement training based on gaps in performance
Customer Care Supervisor
EGS/Alorica - Utica, NY - 2001 - 2003
• Developed, motivated, and extended integrated, customized coaching in effort to ensure customers received
a valuable experience with Verizon
• Effectively established team relationships through continuous team building which maintained high morale
and team engagement
• Protected customer experiences by de-escalating and ensured brand reparation
• Increased revenue growth by coaching team to leading results
• Fostered employee growth in the company by investing in the development of team members
Customer Service Representative
EGS/Alorica - Utica, NY - 2000 - 2001
• Researched and resolved complex customer issues which included: billing review, credit negation, and
provided expert recommendations through extensive product and service knowledge
• Creatively approached and met individual and team key performance indicators
• Subject matter expert in assisting peers / supervisors with complex situations, escalation reduction, and
efficiency support.
• Extensive peer coaching regarding quality assurance, productivity, escalation resolution, and OC&C
reduction.
• Point-of-Contact in the absence of immediate supervisor
EDUCATION
Diploma in Academic
Proctor Senior High School
1999

2. SKILLS
Microsoft Office, Verint, eWFM