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Tom transitioned to President and CEO in 2018 after joining the company in 1994 and serving as Executive Vice-President since 2005. He manages the company’s SQA efforts and is the training development leader and Quality Assessment specialist. Tom has extensive experience in individual call coaching and has assisted several clients in organizing and training their own internal QA teams. He is a sought-after speaker on Quality Assessment and customer service, and holds a B.A. in speech/communication from Judson University.