Briana Fuit
Mount Prospect
Summary
Dynamic Training & Quality Assurance Operations Manager with a proven track record at IDIQ, excelling in developing impactful training programs and enhancing compliance standards. Skilled in LMS platforms and CRM systems, I leverage strong leadership and coaching abilities to drive operational excellence and improve employee performance, achieving significant improvements in quality and retention.
Overview
6
6
years of professional experience
Work History
Training & Quality Assurance Operations Manager
IDIQ
Mount Prospect
10.2019 - Current
- Lead the day-to-day operations of the Training and Quality Assurance department for a credit and financial education company, supporting both compliance and revenue objectives.
- Manage daily operations and performance of the Training and QA teams, ensuring consistent quality standards, and regulatory compliance.
- Design, implement, and continuously improve training programs for new hires and transitioning employees across small, medium, and large groups.
- Develop and manage companywide training calendar.
- Manage team schedules, PTO/VTO/STO, and staffing coverage to support operational needs.
- Evaluate employee interactions and deliver targeted coaching to improve quality, compliance, sales effectiveness, and retention.
- Establish and refine QA methodologies to support monetization, compliance, and customer experience goals.
- Partner closely with the Director and cross-functional leaders to drive efficient, scalable operations.
- Assess and improve departmental policies; develop corporate manuals and training documentation.
- Lead and contribute to task forces, strategic initiatives, and cross-departmental projects.
- Oversee project initiatives to ensure alignment with company objectives and timelines.
- Support the development, testing, onboarding, and maintenance of LMS platforms and training content.
- Credit and financial education company
Skills
- LMS platforms: LearningZen, Brainier, EvaluAgent
- CRM: Zoho
- Telephone Systems: 8x8, RingCentral
- Microsoft Suite: Excel, Word, PowerPoint, Teams
Leadership Strengths
- Adaptability in high-growth organizations
- Critical thinking and expert problem-solving
- Collaborative leadership style
- Strong coaching and feedback delivery
- Operational and people-focused decision making
Technical Skills Tools
- LMS Platforms, LearningZen, Brainier (Expert level; onboarding, development, maintenance)
- CRM, Zoho (Intermediate)
- Telephony Systems, 8x8, RingCentral
- Microsoft Suite, Excel, Word, PowerPoint, Teams
- Other, API integration (foundational knowledge)
Industry Knowledge
- Credit Reports & Credit Scoring
- Credit & Financial Education
- Identity Protection Services
- Compliance & Quality Assurance Standards
- Sales & Retention Strategy
Timeline
Training & Quality Assurance Operations Manager
IDIQ
10.2019 - Current