Ryan Branom
About Ryan Branom
Ryan Branom is a Quality Assurance Analyst at The New York Times, where he focuses on coaching best practices and performance enablement. He has a background in customer service and technical support, having previously worked at Alorica and The New York Times in various roles.
Current Role at The New York Times
Ryan Branom serves as a Quality Assurance Analyst at The New York Times, a position he has held since 2022. In this role, he collaborates with managers to strategize on coaching best practices and develops performance enablement plans. He also works closely with product teams to implement process and product improvements, leveraging data-driven insights to enhance operational efficiency.
Previous Experience at The New York Times
Prior to his current role, Ryan Branom worked at The New York Times as a Customer Support Specialist from 2021 to 2022. In this capacity, he contributed to customer service operations and assisted in addressing client inquiries and issues, building a foundation for his current analytical responsibilities.
Career Background at Alorica
Ryan Branom's career includes significant experience at Alorica, where he held multiple roles. He began as a Customer Service Representative from 2015 to 2016. He then transitioned to a Technical Support Specialist from 2016 to 2018, followed by a role as Delivery Escalation Supervisor from 2018 to 2021. His time at Alorica provided him with a diverse skill set in customer service and technical support.
Quality Assurance and Evaluation Skills
In his current role, Ryan conducts tests to determine evaluation accuracy by comparing scoring across multiple BPO partners. He utilizes evaluation tools and dashboards to identify trends at both enterprise and team levels. His work involves cross-functional collaboration with Training and Content teams to enhance the agent learning experience.