Christina Colglazier

I’m a results-driven Quality Analyst with 3+ years conducting quality evaluations and audits to ensure compliance with client requirements, company standards, and COPC guidelines. I support a population of 150–280 customer service advisors while maintaining 95%+ quality proficiency goals and completing 100–150 evaluations per review period.

I also serve as a Calibration Lead, facilitating calibration sessions to ensure scoring alignment and consistency across leadership and frontline teams. I select and administer calibration test evaluations to validate evaluator competency and adherence to client requirements, then provide guidance to ensure consistent interpretation of quality standards.

Beyond monitoring, I partner with client relations teams to identify trends, address quality concerns, and improve customer experience outcomes. I conduct research and root-cause analysis to identify compliance risks and process gaps, then deliver coaching recommendations and actionable feedback to strengthen advisor development and performance improvement.