Mark Blackshear

Background

About Mark Blackshear

As a Quality Assurance and Customer Experience leader with over a decade of success in contact center operations, I specialize in transforming agent performance, elevating customer satisfaction, and aligning compliance with business goals. I’ve led cross-functional QA teams across global operations, using tools like NICE CXOne, Salesforce, Power BI, and Tableau to turn customer insights into measurable improvements. From boosting CSAT scores to driving process automation, I help teams close performance gaps and improve the customer journey from the inside out. My leadership style blends data-driven coaching with empathy, ensuring agents are empowered, metrics are meaningful, and quality is consistent across every touchpoint. Key Competencies: Contact Center QA Strategy & Leadership Compliance Monitoring (HIPAA, TCPA) Customer Experience (CX) Insights & Retention Performance Coaching & Speech Analytics Salesforce, NICE CXOne, Zendesk, Power BI NPS/CSAT Trend Analysis QA Framework Design & Calibrations