In this episode, I’m joined by Tonya Farmer, a U.S. Army Veteran turned Quality Assurance Expert, whose career journey is anything but conventional. Now a pivotal member of the compliance and workforce management team at Priority, Tonya shares how her military discipline, tech-savvy background, and psychology training come together to elevate compliance operations.

With over 32 years in customer service, Tonya brings a broad and deeply empathetic perspective to her work—ensuring that every interaction, every process, and every training initiative hits the mark.

We discuss:

• How Tonya’s background in the military and IT shaped her detail-oriented approach to compliance
• What it takes to identify gaps in training, service, and process before they become problems
• Why empathy, communication, and continuous feedback are essential in quality assurance
• How tools like PerformLine and NICE support real-time insights and coaching