Adna Dedic

Background

About Adna Dedic

As a dedicated and innovative professional, I thrive on delivering results through project and process improvements that consistently exceed goals. My expertise lies in driving quality and accuracy processes to ensure team alignment and consistency, overseeing queue management for optimal workload distribution, and proactively developing strategies to eliminate backlogs. In my current role, I manage risk and handle major escalations, serving as the primary point of contact. I excel in resource management and scheduling, and I am committed to recruiting new reviewers, conducting daily huddles and check-ins to cascade updates and ensure team engagement, and maintaining strong client relationships. My role involves ensuring seamless communication between management, clients, and agents, reviewing and analyzing operations, and reporting to clients on a daily, weekly, monthly, and quarterly basis. I work closely with clients to enhance policies and processes, QA organization, monitoring, trend analysis, and reporting technical issues promptly. One of my favorite parts of the job is keeping team morale high and ensuring we have the best performing team. I believe that a positive and inclusive work environment is key to success, and I strive to bring my positive and light energy to every project and interaction.