Sonya Finn
Quality Assurance & Operations Leader | AI Process Improvement | Client & Stakeholder Management | Continuous Improvement
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About
Operations and Client Services professional with 9+ years' experience across quality assurance, team leadership, client operations, and continuous improvement within fast-paced contact centre environments. Proven success leading high-performing teams, managing stakeholder relationships, driving KPI performance, and implementing AI-enhanced QA process improvements to optimise operational efficiency and service delivery.
Experience
Client Operations Supervisor - Emerald Contact Centre
(2016-01)
- Lead, coach, and develop teams across geographic boundaries to achieve operational and quality targets
- Provide structured feedback, coaching sessions, and performance evaluations to team members
- Leading the integration of AI-driven quality assurance processes to improve evaluation consistency, operational efficiency, trend identification, and actionable performance insights to foster a high-performance, accountable, and engaged team culture
- Manage attendance, conduct, and employee relations matters proactively
- Act as the primary liaison between operations teams and client stakeholders
- Translate client requirements into clear and actionable guidance for teams
- Communicate performance updates, insights, and operational challenges to clients
- Build and maintain strong client relationships while ensuring alignment with service standards
- Handle customer and client escalations professionally and effectively
- Lead and participate in calibration sessions with clients and internal departments
- Analyse quality and performance data to identify trends and improvement opportunities
- Implement process improvements based on operational insights and client feedback
- Drive continuous improvement initiatives across teams and operations
QA Coach - Emerald Contact Centre
QA Analyst - Emerald Contact Centre
Supervisor - Emerald Contact Centre
Tier 2 Support - Emerald Contact Centre
Customer Service Ambassador - Emerald Contact Centre
Education
Supervisory Management Springboard Course - South East Technological University (2018-01)
Certificate in Human Resource Management Level 7 - South East Technological University (2016-01)
BA (Hons) - Criminal Justice - South East Technological University (2011-01)
FETAC Level 5 - Business Studies (2007-01)
