Vice President, Operations

John Loughlin

John Loughlin
John Loughlin brings nearly 30 years of proven experience in financial services operations, internal audit, organizational risk management, quality assurance and customer experience to HighPoint. As the Senior Director of Client Solutions and Delivery, John oversees HighPoint’s service contracts and focuses on identifying and mitigating opportunities using data and delivering innovative solutions for increased performance and efficiency. Previously as Director of Business Insights, John oversaw the business insights team who conduct qualitative and quantitative analysis on program data identifying change initiatives that matter. John’s primary focus has been in delivering efficiency and effectiveness utilizing technology and process innovations that benefit the end user, employees and the organizations we partner with. 

Before joining HighPoint, John served as the Vice President of Customer and Brand Experience with HSBC. John designed and delivered a voice of the customer program for a $30 billion credit card consumer and retail private label portfolio and managed the employee engagement program on a 10,000-employee organization. In recent roles, John was a Program Manager of Customer Experience and Quality for American Express TRS, where he increased satisfaction ratings from 92% to 95% on a million-survey sample program through continuous improvement efforts.

At HighPoint, John has managed data from 50 million citizen interactions and has no shortage of ideas that feed his “not settling for mediocrity” mantra.

John has a Bachelors in Criminal Justice from Fairmont State University. Additionally, John is a certified Six Sigma Green Belt.

John's Articles

Four Best Practices for Onboarding New Contact Center Employees

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a…

Refining the Hiring Process

How to identify the best-fit candidates for your center. What leader wouldn’t love to fill his or her contact center…

How to Get Lasting Benefits from Temporary Employees

Hiring temporary workers for spikes in contact center demand is common. Companies across industries do so during the summer when…