QEval Advisory Board

Meet Our Advisory Board: Guiding QEval’s Vision in Quality Evaluation

QEval’s Advisory Board brings together a diverse group of experts dedicated to advancing the field of quality evaluation. Our distinguished advisors offer invaluable insights, industry experience, and strategic guidance to shape QEval’s direction and impact. With backgrounds spanning academia, industry, and policy-making, these thought leaders collaborate to ensure our methodologies remain cutting-edge and our solutions address the evolving challenges in quality assessment. Their collective wisdom drives innovation and excellence in everything we do at QEval.

Jim Iyoob

President

Shawndra Tobias

Vice President

Manu Dwievedi

Sr. Director

Robert Beasley

Advisor

Dan McCann

Advisor

Lydia James

Advisor

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Manu Dwievedi

Sr. Director

Manu Dwievedi serves as Senior Director at QEval, bringing over a decade of pioneering experience in customer experience innovation. As a Director of Insights at Etech Global Services, his expertise in conversational AI, machine learning, and advanced analytics drives QEval’s mission to revolutionize contact center performance management.

Manu’s background in AI-driven customer experience optimization makes him a key leader in QEval’s innovative platform development. His areas of expertise driving QEval’s capabilities include:

Conversational AI and machine learning technologies
Speech analytics optimization
Natural language processing
Contact center performance management
Automated quality assurance processes

Having implemented AI initiatives for Fortune 500 brands globally, Manu leads crucial innovation and enhancement of QEval’s platform capabilities.

AI Innovation: Manu spearheads successful AI initiatives, driving the development of QEval’s advanced features and functionalities.
Analytics Expertise: His experience in identifying pivotal macro trends through advanced analytics shapes QEval’s delivery of deep, actionable insights from customer interactions.
Cross-Boundary Solutions: Manu’s track record of developing solutions that transcend geographical boundaries guides QEval’s expansion to serve a global client base.
Integrated AI Tools: His success in integrating CRM, Telephony, Chatbots, Agent Assist, Speech Analytics and other AI tools to improve customer experience and sales metrics drives QEval’s comprehensive approach to contact center management.

As Senior Director, Manu leads strategic initiatives including:

Enhancing AI and machine learning capabilities within the QEval platform
Refining speech analytics features to extract more valuable insights from customer interactions
Developing more sophisticated automated QA processes
Improving the integration of various AI tools to provide a holistic view of contact center performance
Identifying new opportunities for innovation in contact center technology

Manu’s passion for translating AI potential into concrete business value, combined with his extensive experience in implementing AI solutions for major brands, drives QEval’s technological advancement. His leadership ensures that QEval remains at the cutting edge of contact center performance management technology, continually enhancing its ability to address real-world challenges and deliver measurable improvements in customer experience and operational efficiency.

Robert Beasley

Advisor

Robert Beasley, the Chief Executive Officer at CreovAI, brings a wealth of experience in strategy development, sales optimization, and technology leadership to QEval’s advisory board. With a career spanning over two decades in the tech industry, Robert’s expertise aligns perfectly with QEval’s mission to revolutionize contact center performance management.

Robert’s background in technology, sales, and strategy makes him an invaluable asset to QEval’s innovative platform. His areas of expertise particularly relevant to QEval include:

Go-to-market strategy development and execution
Customer acquisition strategies
Sales force optimization
Technology market assessment and strategy

As the founder of ThisQuarter, a strategy and sales consulting firm focused on high-tech companies, Robert has a deep understanding of the challenges and opportunities in the technology sector, which will be crucial in guiding QEval’s growth and market positioning.

Author and Thought Leader:Robert has published two books – “Dashboard Selling” and “Strategy Roadmap” – which focus on strategic selling in complex environments and accelerating revenue growth in early-stage ventures. This expertise will be invaluable in helping QEval refine its value proposition and sales strategies.
Executive Leadership: His experience as Vice President of Sales at Computer Associates, a leading global enterprise software company, provides Robert with insights into large-scale technology implementations and enterprise sales processes.
Entrepreneurship and Investment:Robert’s involvement in founding, consulting, investing, and acquisition management for numerous companies gives him a unique perspective on scaling technology businesses, which will be crucial for QEval’s growth strategy.
International Experience:His work with U.S. and international tech companies in market assessment and strategy development will help QEval navigate potential global expansion opportunities.

As an advisory board member, Robert will leverage his expertise to guide QEval in:

Refining go-to-market strategies to effectively position QEval’s unique value proposition
Developing effective customer acquisition and retention strategies
Optimizing sales processes and methodologies to accelerate growth
Identifying potential partnership and integration opportunities within the contact center technology ecosystem
Providing insights on market trends and competitive positioning in the performance management space

Robert’s combination of strategic thinking, sales expertise, and technology industry knowledge will play a crucial role in shaping QEval’s future developments and market expansion, ensuring the platform remains competitive and continues to meet the evolving needs of modern contact centers.

Dan McCann

Advisor

Dan, co-founder of SymTrain, brings a unique blend of entrepreneurial spirit and hands-on experience in contact center innovation to QEval’s advisory board. His background in developing cutting-edge training solutions aligns perfectly with QEval’s mission to revolutionize contact center performance management.

Dan’s experience in creating and implementing innovative training solutions makes him an invaluable asset to QEval’s platform. His areas of expertise particularly relevant to QEval include:

Employee development automation
Simulated job scenarios for training
AI and Machine Learning applications in contact centers
Sales enablement and operational optimization
eLearning and experiential learning methodologies

As the creator of SymTrain, born from real-world contact center challenges, Dan’s insights will be crucial in enhancing QEval’s capabilities, particularly in areas of employee training and performance improvement.

Innovative Training Solutions: Dan’s creation of SymTrain, which automates role-play and coaching exercises, demonstrates his ability to identify and solve critical challenges in contact center operations.
Holistic Approach: His focus on combining customer conversations with desktop software navigation and video for training aligns with QEval’s comprehensive approach to performance management.
AI and ML Integration:Dan’s experience in applying AI and Machine Learning to training scenarios will be valuable in enhancing QEval’s analytical and predictive capabilities.
Operational Transformation:His track record in transforming operations through employee success directly relates to QEval’s goals of improving contact center efficiency and effectiveness.

As an advisory board member, Dan will leverage his expertise to guide QEval in:

Enhancing employee training and development features within the QEval platform
Integrating simulation and experiential learning methodologies into performance management processes
Developing more sophisticated AI-driven coaching and feedback mechanisms
Improving the platform’s ability to drive key performance indicators such as revenue, compliance, satisfaction, and retention
Identifying new opportunities for innovation in contact center technology, particularly in the areas of training and skill development

Dan’s hands-on approach and experience in solving real-world contact center challenges will play a crucial role in shaping QEval’s future developments. His insights will ensure that QEval remains at the forefront of contact center performance management technology, continually enhancing its ability to accelerate employee development and drive operational success.

Lydia James

Chief Transformation Officer, CX Thought Leader & Business Transformation Strategist

Lydia James is a Chief Transformation Officer (CTO), CX Thought Leader, and Business Transformation Strategist, recognized for her ability to drive large-scale enterprise transformation, optimize customer Defense, Retail, and Automotive industries, helping organizations scale efficiently, enhance customer satisfaction, and future-proof their businesses.experience (CX), and implement innovative operational strategies. With over 20 years of leadership experience, she has successfully led multimillion-dollar transformation initiatives across the Department of

Industry Impact & Key Achievements

Achieved multi-million dollar net benefits by establishing an enterprise-wide Center of Excellence (CoE) to streamline workforce management, learning & development, quality assurance, and analytics, driving efficiency and scalability across 20+ business units.
Accelerated decision-making by 30% through the implementation of a standardized enterprise data strategy, unifying 160+ KPIs to enhance data accuracy, trust, and reliability in customer insights, enabling more informed and strategic business decisions.
Enhanced service levels by 8% and boosted customer satisfaction by 5% by leading strategic vendor management, AI-driven automation, and omni-channel CX innovations, enabling customers to self-serve and engage seamlessly across multiple service channels.
Expert in Mergers, Acquisitions, and Divestitures, with a proven track record in consolidating service contracts, unifying technology platforms, and optimizing operations to create a seamless employee and customer experience while ensuring efficiency and cost savings.

Transformation & CX Leadership

As Founder of The Pivot Solutions Group, Lydia partners with C-suite executives, corporate leaders, and high-growth businesses to implement scalable, customer-centric transformation strategies by:

✔ Developing strategic visioning frameworks that align operational goals with long-term business success.
✔ Implementing AI-driven automation & self-service capabilities to enhance efficiency, scalability, and cost-effectiveness.
✔ Optimizing workforce strategies & vendor partnerships to improve service delivery, operational agility, and CX excellence.

Lydia has successfully led enterprise-wide CX and digital transformation initiatives, including:

• Enterprise Tool Rationalization: Consolidated 20+ disconnected tools into 5 core platforms, enabling automation, enterprise-wide connectivity, and improved cost efficiency.
• Customer Data & Analytics Strategy: Established a centralized performance measurement framework, improving executive decision-making and predictive analytics capabilities.
• Product Innovation & AI Integration: Spearheaded a $10M+ investment in AI-powered contact center automation and self-service solutions, improving quality scores by 3% and enabling over 100K AI-powered evaluations monthly.
• Mergers & Acquisitions Leadership: Led service contract consolidation, technology platform integration, and operational streamlining, ensuring a cohesive employee and customer experience post-merger while maximizing efficiency and business value.

Executive Advisory & Industry Influence

Lydia serves on the Advisory Board for Customer Contact Week (CCW), a leading organization dedicated to transforming the world of CX. In this role, she provides strategic guidance on AI innovation, automation, and digital transformation, helping organizations redefine customer engagement through AI-driven solutions and predictive analytics. She plays a key role in shaping the future of intelligent customer interactions, next-generation self-service models, and the ethical application of AI in CX.

She is also a member of QEval’s Advisory Board, where she collaborates with industry leaders, policymakers, and data scientists to advance quality evaluation methodologies and AI-driven performance analytics. Her contributions focus on leveraging AI and automation to enhance quality assurance, optimize workforce efficiency, and drive continuous improvement in customer experience.

Recognized Thought Leader & Speaker

Lydia’s expertise has been featured in Women Worth Watching, CX Network, and CCWomen, where she shares insights on business transformation, leadership agility, and customer experience innovation. She was also named one of CX Network’s “20 Leaders to Watch” for her visionary approach to revolutionizing CX through AI-driven customer insights and data analytics.

She has been invited to speak at industry conferences, corporate leadership summits, and executive panels, sharing practical, data-driven strategies on business growth, transformation, CX excellence, and the impact of AI-driven automation and predictive analytics in shaping the future of customer experience and operational efficiency.

“Transformation isn’t just about strategy—it’s about leadership, vision, and execution. When leaders evolve, businesses thrive.” – Lydia James