Sharlene Jackson
About Sharlene Jackson
Sharlene Jackson has worked in Quality Assurance at Lamps Plus since 2017, where she focuses on coaching call center agents and evaluating their performance. Previously, she spent nine years as a Technical Writer at Logix Federal Credit Union.
Work at Lamps Plus
Sharlene Jackson has been employed at Lamps Plus since 2017, holding the position of Quality Assurance. In this role, she is responsible for ensuring that the quality of service meets the company's standards. She provides one-on-one coaching and feedback to call center agents to enhance their performance. Additionally, she conducts weekly evaluations for management, offering detailed examples of agent performance and interactions.
Previous Experience at Logix Federal Credit Union
Before joining Lamps Plus, Sharlene Jackson worked at Logix Federal Credit Union from 2007 to 2016 as a Technical Writer in Operations. During her nine years there, she developed documentation and materials that supported operational processes. Her experience in this role contributed to her skills in creating clear and effective communication within the organization.
Education and Expertise
Sharlene Jackson completed her education at Narbonne High School, where she studied Math and Music, achieving a High School Gold Seal. She also earned a High School Diploma with a focus on Mathematics. This educational background has equipped her with analytical skills that are beneficial in her quality assurance role.
Quality Assurance Responsibilities
In her current position, Sharlene Jackson is responsible for identifying trends in customer satisfaction issues and communicating these findings to management in measurable terms. She updates training materials and foundational documents when there are changes in policies or procedures. Additionally, she creates visual reports that assist training and management teams in understanding quality assurance metrics.