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 -
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