Olivia Champion
Willow Springs
Summary
Dynamic Quality Assurance Analyst with a proven track record at Relias Learning, excelling in trend identification and data-driven reporting. Expert in conflict resolution and client needs assessment, I have enhanced service quality through targeted training and coaching, driving continuous improvement in support operations and elevating team performance.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Relias Learning
10.2021 - Current
- Reviewed multi-channel support interactions (phone, email, chat, AI chatbots) using standardized QA scorecards to ensure accuracy, consistency, and excellent client experience.
- Provided data-driven coaching and feedback to Support Consultants and leadership, identifying trends, knowledge gaps, and opportunities for improved performance.
- Developed and facilitated targeted training, quality tips, and remediation sessions in partnership with Training & Enablement to elevate team capability and service quality.
- Collaborated with QA peers and Support Managers to calibrate scoring, maintain alignment on quality standards, and support continuous improvement across client care operations.
Support Consultant
Relias Learning
04.2017 - 10.2021
- Delivered timely, high-quality support across phone, chat, email, and web channels, resolving client issues and ensuring a positive, seamless experience.
- Utilized Salesforce and CRM tools to accurately log interactions, track case progress, and manage follow-up to maintain strong client relationships and satisfaction.
- Served as a Subject Matter Expert for the Wound Care platform, providing advanced troubleshooting, product guidance, and cross-team knowledge sharing to support both clients and internal teams.
- Collaborated with team members to share best practices, support onboarding through shadowing/reverse shadowing, and contribute to continuous improvement in support processes.
Education
High School Diploma -
Athens Drive High School
Raleigh, NCSkills
- Trend Identification & Root Cause Analysis
- Data-Driven Reporting
- Conflict Resolution & De-escalation
- Client Discovery & Needs Assessment
- SaaS & CRM Tools (Salesforce)
- Knowledge Base & Self-Service Optimization
- Written & Verbal Communication
- Time Management & Prioritization
Timeline
Quality Assurance Analyst
Relias Learning
10.2021 - Current
Support Consultant
Relias Learning
04.2017 - 10.2021
High School Diploma -
Athens Drive High School