Dena Brown

Background

About Dena Brown

At Dayforce, I serve as the Senior Manager and Global Head of Quality, leading a diverse team of Quality Auditors, Analysts, Trainers, and People Leaders. With over two decades of experience in quality auditing and speech analytics, complemented by my PHR and PMP credentials, I am dedicated to driving excellence. Leveraging AI technologies such as ChatGPT, Speech, and Text Analytics, my team and I amplify productivity and efficiency while increasing NPS and OSAT. My primary goal is to elevate customer experiences and retention rates through the strategic development and execution of robust quality programs. I specialize in auditing client interactions, ensuring compliance, data privacy and optimizing SLA performance. Additionally, I spearhead quality calibrations to maintain consistency and accuracy. Managing the quality software, I oversee reporting and analyze key performance indicators to drive continuous improvement. I manage various Quality Change Committees to streamline efforts and break down silos. Furthermore, as the co-chair of the Women's Network at Dayforce, I am passionate about fostering a supportive and empowering environment that nurtures professional growth and inclusivity."