A Day in the Life of Quality Assurance Director Dayana Ramos

Meet Centerfield’s Quality Assurance Director Dayana Ramos. Dayana has been a proud Centerfielder for nearly five years. She leads a team responsible for all of our flagship and partner sites’ quality performance. Read on to learn how Dayana’s team basically serves as the nervous system for our business.

Q: Can you explain what your role entails?

A: I calibrate with clients, investigate fraud allegations, and coach agents to strengthen compliance and call efficiency performance through live monitoring. I also provide essential feedback from customer and agent interactions to support a number of teams. For example, the data science team takes this feedback to generate business analysis at a large scale and our sales ops team merges the insights I provide with sales analytics to boost revenue. There is so much more to the Quality department than listening to calls. 

Q: What’s the coolest thing you are working on right now?

A: A global interactive solution to generate CAFs [corrective action forms] that are designed to help coach our agents and track all behaviors.

Q: What are your favorite things about working at Centerfield?

A: Centerfielders. I’ve had the honor of working with such talented people from different backgrounds, and I’m constantly learning not only about business-related items, but also more about people’s culture. With the opportunity to travel to various sites, I have learned different ways to monitor for quality, which is great since not everyone learns the same way.

Q: Any advice for people wanting to do what you do?

A: When in doubt, ask. There is nothing more damaging to personal and business growth than lacking the confidence to ask questions. An inquisitive mind will always lead you to knowledge, which is a very powerful thing to cultivate.

Q: What is your favorite part about working from home?

A: Spending more time with my daughter and son. The simple satisfaction of taking them to school and picking them up has been so rewarding. The times we are living in now require us as parents to be closer to our kids, make them feel we are there for them, and encourage them every day.