In 2021, Exact Sciences began its journey of redesigning their approach to quality and merging two home-grown customer care quality teams. In this session, you'll learn about our two-year quality odyssey of collaboration, change management, and lessons learned from the perspective of contact center operations, leadership, quality, and our frontline agents. Like most worthwhile journeys, this one includes some twists and turns, a few tense standoffs, many heroes, and a happy ending. If you're a member of the quality team, or work closely with them, and feel like you can get more – more engagement, better insights, greater results – come to this session to learn from our mistakes and real-world experiences, and put a plan in place to make your own quality journey.