Heather Roberts

Heather Roberts is a seasoned professional with extensive experience in quality assurance and contact center operations. Currently serving as Quality Assurance Manager and previously as Quality Assurance Team Lead at SimpliSafe since May 2021, Heather has a strong background with Capital One from October 2004 to January 2021. In various roles, including CC Sr. Unit Manager and Unit Manager, Heather successfully developed and managed support teams across multiple locations, coaching associates to achieve exceptional service levels and satisfaction scores. As a Floor Supervisor, Heather utilized key performance indicators to enhance operational efficiencies and led an Escalations Team to address complex customer inquiries. Heather began their career as a Customer Service Representative, focused on delivering exceptional service and support for banking products. Education includes attendance at Lee Davis High School.