Kathleen Cabana
About Kathleen Cabana
Kathleen Cabana is a Senior QA Specialist at Sezzle, with a background in quality assurance and employee services. She has previously worked at Bright Horizons, Gold's Gym, and the US Army, and has made significant contributions to QA processes and training documentation.
Current Role at Sezzle
Kathleen Cabana serves as a Senior QA Specialist at Sezzle, a position she has held since 2020. In this role, she focuses on enhancing quality assurance processes and metrics. Her responsibilities include collaborating with internal departments to create and revamp training documentation, ensuring that quality standards are met across the organization. Kathleen's expertise in quality assurance contributes to the overall effectiveness of Sezzle's operations.
Previous Experience at Bright Horizons
Before joining Sezzle, Kathleen worked at Bright Horizons as an Employee Services Coordinator from 2016 to 2021. During her five-year tenure, she was involved in various employee service initiatives. Her role contributed to the overall efficiency of employee services within the organization.
Background in Personal Training
Kathleen has experience as a Personal Trainer at Gold's Gym, where she worked from 2016 to 2018 in Copperas Cove, Texas. This role involved providing fitness training and guidance to clients, helping them achieve their health and fitness goals. Her background in personal training complements her skills in coaching and development.
Educational Qualifications
Kathleen studied at Eastern Iowa Community College, where she earned an Associate of Arts (A.A.) degree in Liberal Arts/Psychology from 2005 to 2007. She furthered her education at the University of Iowa, obtaining a Bachelor of Liberal Studies with a focus on Family, Community, & Social Support. Her educational background provides a foundation for her work in quality assurance and employee services.
Achievements in Quality Assurance
In her role as a Senior QA Specialist, Kathleen has made significant contributions to quality assurance metrics. She increased QA scores by approximately 10% through the development and implementation of quality assurance metrics for agents. Additionally, she reduced incorrect tagging and categorization in Zendesk data by 30% and revamped QA Core process documentation, resulting in a 5% reduction in pre-audit preparation time.