Quality Voice & Data Appoints Rich Hamilton as Director of Implementation

Aurora, NE — Quality Voice & Data (QVD) has welcomed Rich Hamilton as the company's Director of Implementation and Team Improvement Leader. The newly created position is an essential component of QVD's growth strategy. "We have experienced significant growth in 2012, which led us to evaluate where we needed additional human capital. Rich's past experience and out-of-the-box thinking will help us embrace new technologies, techniques, and processes that will enable all of us to be more effective for our customers, both new and existing," the company's President remarked at a recent QVD team leader meeting.

Rich Hamilton oversees the implementation of all new programs as well as managing the continuous improvement process for existing ones. He is also responsible for overseeing training and employee development efforts, reflecting one of QVD's core principles: a commitment to enhanced training at every level of the organization.

Rich comes to QVD with more than 8 years of experience working in and managing mid- to large-size call centers. His career began, as so many in the industry do, as a call center agent; after finishing his degree, he returned to the contact center industry and worked his way up through several roles. Through his creativity and ability to lead, Rich has repeatedly managed the implementation of new technologies, processes, procedures, and projects, including integrating social media into the contact center in a way that reduced FTEs while producing real ROI for clients. Rich holds a B.S. in Business Management with an emphasis in Marketing.