Erica Gonzalez
About Erica Gonzalez
Erica Gonzalez is a Quality Assurance Specialist at Academic Partnerships, where she has worked since 2017. She has a background in psychology from Texas A&M University and has held various roles in quality assurance and event management.
Work at Academic Partnerships
Erica Gonzalez has been employed at Academic Partnerships since 2017, serving as a Quality Assurance Specialist. In this role, she conducts quarterly training sessions for Subject Matter Experts across all departments involved in enrollment and retention services. Her responsibilities include ensuring the quality of service provided by the team and maintaining high standards through regular training and feedback.
Previous Experience at Academic Partnerships
Prior to her current role, Erica worked at Academic Partnerships as a Student Coordinator from 2016 to 2017. In this position, she supported various student services and contributed to the overall student experience within the organization.
Experience at NOAH'S Event Venue
Before joining Academic Partnerships, Erica served as a Building Manager at NOAH'S Event Venue from 2013 to 2016. Her role involved overseeing venue operations and ensuring a smooth experience for clients and guests.
Education and Expertise
Erica Gonzalez earned a Bachelor of Arts (B.A.) in Psychology from Texas A&M University. Her educational background provides her with insights into human behavior, which is beneficial in her roles related to quality assurance and training.
Quality Assurance Responsibilities
In her capacity as a Quality Assurance Specialist, Erica is responsible for conducting call calibrations across departments. She collaborates with leadership and outsourced QA specialists to ensure consistency and alignment with departmental expectations and the scoring system. Additionally, she assists in onboarding and training new QA specialists by reviewing call audits and providing weekly feedback.