SQM Group Inc.
Lara Pow has over 15 years of experience in various leadership and analytical roles. Lara started their career as a Physics Laboratory Instructor at Kwantlen Polytechnic University from 2003 to 2005. Lara then transitioned to the role of an Actuary at Western Compensation & Benefits Consultants from 2005 to 2006. Since 2006, Lara has been with SQM Group Inc., where they have held several positions. Lara started as the Director of Analytics and gradually moved up to become the VP of Analytics and Quality Assurance, then the Chief Operating Officer, and eventually the President. In their current role as the Chief Finance and Operations Officer, Lara is responsible for managing finance, human resources, contact center operations, grants/funding, vendor management, and regulatory compliance for SQM Group. Lara has also contributed to the research for SQM's books and has expertise in business analysis, data analysis, report compilation, quality compliance, and product development.
Lara Pow has an extensive educational background. Lara started their education journey at the University of Northern British Columbia (UNBC) where they pursued a Bachelor of Science degree in Mathematics. Lara successfully completed their undergraduate education in 2000.
With a passion for mathematics, Lara decided to continue their studies and pursue a Master of Science (M.Sc.) in Theoretical and Mathematical Physics at the University of Northern British Columbia (UNBC). Lara spent the years 2000 to 2002 focusing on this program.
In 2003, Lara attended the Atlantic Association for Research in the Mathematical Sciences Summer School at Memorial University of Newfoundland. This program allowed their to further enhance their knowledge and skills in the field of Mathematics.
Expanding their educational horizon, Lara embarked on an Executive Program in Business Administration and Management at Queen's University in 2010. This program provided their with insights into the world of business administration and management.
During the same year, Lara enrolled in Walden University to pursue a Doctor of Business Administration degree. Lara specialized in Business Administration with a focus on Technology Entrepreneurship. Lara'sstudies at Walden University lasted from 2010 to 2017.
Lara's commitment to continuous learning is evident through their additional certifications. In September 2023, they obtained a certification in "Improving Your Leadership Communications" from LinkedIn.
Overall, Lara Pow's education history showcases their diverse educational background across multiple institutions and their dedication to both mathematics and business administration.
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SQM Group Inc.
SQM GROUP SQM Group is a software company specializing in customer service QA management for call center agents. Our software solution helps call centers and agents improve FCR, Csat, provide great customer service, and reduce costs. We are a specialist firm for the call center industry in measuring, benchmarking, tracking, and improving FCR. At the heart of our services is SQM™ Customer Service QA Software, FCR and Csat research, best practices consulting, and awarding for FCR and Csat performance. We help call centers to improve FCR, deliver a great Csat, reduce operating costs, and improve the Net Promoter Score. Our mySQM™ Customer Service QA Software is a SaaS-based subscription platform explicitly built for call centers. Our Personalized Intelligence™ software features assist agents, supervisors, managers, and analysts in measuring and improving FCR and customer experience. HISTORY Mike Desmarais founded SQM Group in 1996. Our revenue has grown at a 12% compound annual growth rate over the last five years. SQM has 175 employees with approximately equal amounts of employees working in the Coeur d’ Alane, Idaho, and Vernon, British Columbia locations. SQM has developed (FCR) customer experience management software which has been in development for four years and has had an R&D budget that is 20% of the company’s revenue compared to a traditional professional services firm R&D budget of 6% of revenue. PRODUCTS Software – Our First Call Resolution software is specifically designed to measure and improve contact center customer experience, reduce operating costs, and deliver a great customer experience. Research – SQM offers benchmarking and tracking the voice of the customer and employee studies designed to improve FCR and provide great CX. Awarding - Our call center awards recognize top-performing call centers, leaders, supervisors, and agents for First Call Resolution, customer experience, and best practices since 2000.