Tonya McNair

Tonya McNair has extensive experience in quality assurance and customer experience roles across various organizations. Currently serving as a Customer Experience Quality Specialist at CARFAX since September 2017, Tonya designed and implemented a Call Center Quality Assurance Program and conducted detailed closed case call analyses. Prior to this, Tonya worked as a QA Analyst contractor at American Institutes for Research, where responsibilities included monitoring telephone performance and ensuring compliance with policies and procedures. Tonya's background also includes a role as an Analyst in Workforce Planning at Verizon Telematics, Inc., where performance gaps and improvement opportunities were identified through data analysis. Earlier experience spans positions at SunGard Availability Services, Humana, and Procter & Gamble, encompassing incident audit, customer service, and database analysis.