Krista Robichaud
Dieppe,Canada
Summary
An authentic and passionate senior leader with over 20 years of progressive experience in Quality Assurance, Operational Excellence, and Training within call center and service-driven environments. Known for building high-performing global teams, driving strategic quality initiatives, and influencing cross-functional transformation. A resourceful and data-driven problem solver with a collaborative leadership style focused on empowering people, improving performance, and enhancing customer experience
Overview
25
25
years of professional experience
1
1
Certification
Work History
Director, Quality Assurance
Conduent
05.2021 - 05.2025
- Built and led a global quality team across North America, Asia-Pacific, and Latin America
- Championed cross-functional quality initiatives to enhance CX, reduce error rates, and improve FCR
- Partnered with Ops, Training, Analytics, Transformation, and Client Services to turn QA insights into action
- Delivered performance analysis and strategic recommendations to senior leadership and clients
Senior Manager, Operational Excellence
Conduent
04.2022 - 05.2024
- Directed an OpEx team to drive continuous improvement across lines of business
- Led internal audits, time studies, and process reviews to identify and close performance gaps
- Developed and delivered internal auditor and analyst training programs
- Produced detailed audit reports and drove recommendations through stakeholder engagement
Senior Manager, Quality Assurance
Conduent
02.2021 - 04.2022
- Led quality strategy for a virtual team of 2,500+ advisors
- Delivered internal and external QA solutions aligned to service excellence and compliance
- Directed RCA initiatives and mentored QA leaders to ensure robust auditing and calibration
Manager, Training and Quality
Concentrix
09.2017 - 02.2021
- Oversaw Training and Quality teams to deliver scalable, client-aligned performance solutions
- Conducted audits and led site-wide compliance efforts for policy, process, and regulatory standards
- Managed training resource planning to meet staffing and launch timelines
Quality Manager
Concentrix
05.2008 - 09.2017
- Directed quality operations for a 400+ seat call center
- Designed quality programs and drove continuous improvement through RCA and analytics
- Led service delivery improvements based on agent performance and compliance trends
Quality Specialist
Concentrix
10.2005 - 05.2008
- Ensured site adherence to ISO 9001:2008 standards; conducted audits and led RCA sessions
- Led calibrations and coached leaders in preparation for ISO audits and internal QA certifications
Account Manager
Concentrix
07.2004 - 10.2005
- Acted as key liaison with major financial services client, managed escalations and communications
- Facilitated business reviews and identified growth opportunities
Team Leader
Concentrix
11.2000 - 07.2004
- Coached and managed a 15+ member CSR team, driving improvements in KPIs and attendance
- Designed incentive programs and performance reports to boost morale and accountability
Education
Secondary School Diploma -
01.1983
Skills
- Quality Assurance Strategy
- Operational Excellence
- Global Team Leadership
- ISO & COPC Compliance
- Stakeholder & Client Management
- Process Improvement
- Audit & Risk Mitigation
- Employee Development
- Change Management
- Customer Experience (CX)
- Performance Analytics
- Training & Coaching
Certification
- Certified COPC High Performance Management Techniques – COPC Inc., 2024
- ISO 9001:2008 Lead Auditor Certification – The PIC Group, 2009
- Minacs Six Sigma Yellow Belt Certification – 2012
- Travel Counsellor Certification, Principal's Honor Roll – New Brunswick Community College, 1984
Timeline
Senior Manager, Operational Excellence
Conduent
04.2022 - 05.2024
Director, Quality Assurance
Conduent
05.2021 - 05.2025
Senior Manager, Quality Assurance
Conduent
02.2021 - 04.2022
Manager, Training and Quality
Concentrix
09.2017 - 02.2021
Quality Manager
Concentrix
05.2008 - 09.2017
Quality Specialist
Concentrix
10.2005 - 05.2008
Account Manager
Concentrix
07.2004 - 10.2005
Team Leader
Concentrix
11.2000 - 07.2004
Secondary School Diploma -
Similar Profiles
Deborah SwordDeborah Sword
Transaction Processor at ConduentTransaction Processor at Conduent
Nicholas BaranNicholas Baran
Sales Representative at ConduentSales Representative at Conduent
Carol DavisCarol Davis
Senior Supervisor, Medical Benefits Review Service at ConduentSenior Supervisor, Medical Benefits Review Service at Conduent
Jessie ParadisJessie Paradis
Customer Service Representative at ConduentCustomer Service Representative at Conduent
HARMAN SAINIHARMAN SAINI
Server at liquor storeServer at liquor store