– THE AREMA CONNECT TEAM –
Kelley Phelan – Quality Controller
Kelley joined Call Management in 2008 as Contact/Call Centre agent and was promoted in early 2010 to Key Account Manager.
In 2016, she was promoted to Quality Manager. Kelly ensures that all agents provide a consistent customer service, following industry’s best practices. She monitors agents’ interactions and evaluates their performance quality on daily basis. Findings are reported to Key Account Managers and to our Operations Manager and our HR department in order to improve service delivery.