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So, I personally put taking ownership into my role 
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because it's the actual core function of 
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my job as a quality assurance manager, 
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collaborating with the business 
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and letting them know, hey, 
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this is the things that you guys 
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need to work on 
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and driving those improvements. 
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I oversee all of our call monitoring 
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as well as complaints management 
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and first line testing.
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So, first line testing is pretty 
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much looking into the policy and procedures. 
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So in a nutshell,
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I am making sure that 
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as a whole, 
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we're following the standards of Crescent. 
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So I work with the loan servicing team who 
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service your auto loans. 
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So we're looking at collections, 
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we're looking at loss mitigations, 
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we're looking at account servicing 
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and everything in between.
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Within my department, 
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we are called business support, 
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and we're actually doing that. 
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We're supporting the business. 
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So some qualities I look for in new staff
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to see if they take ownership 
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is pretty much leadership skills I look for. 
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Do you pay attention to details? 
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Are you afraid to speak up?
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Another quality that a lot of 
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people actually are not
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aware of is empathy, 
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because empathy is very important 
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when it comes to problem solving. 
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You have to look beyond yourself 
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in order to drive improvement.
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So, I'm proud to work at Crescent Bank
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because I'm able to be
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a part of the solution.