Her Story
About Billie
Billie Rigsbee is a Quality Assurance Analyst and customer experience professional with over 20 years of experience in contact center operations, escalation management, and customer service excellence. Based in Rockledge, Florida, she has built her career around helping organizations improve the quality and consistency of customer interactions through structured QA frameworks, coaching, and performance insights. She is currently engaged in high-volume QA work supporting remote operations through Working Solutions Working Solutions, where she plays a key role in strengthening service delivery and operational standards across large-scale support environments.
In her current work, Billie conducts more than 1,000 customer experience audits monthly and manages 15–25 escalations daily, using platforms such as Playvox and Observe.AI to evaluate tone, accuracy, compliance, and resolution quality. Her QA scope spans contact center programs for major brands including Intuit (including TurboTax), Sabre Corporation, Peloton, Angi, and Michaels Stores. She specializes in identifying patterns in customer interactions, improving calibration consistency, and translating QA findings into actionable coaching and process improvements that enhance first-contact resolution and reduce repeat escalations.
Earlier in her career, Billie built and led entrepreneurial ventures in maintenance, remodeling, and retail operations, developing strong foundations in business management, customer service, and workforce coordination. These experiences shaped her practical, systems-oriented approach to QA, where she focuses not only on evaluating interactions but also on improving the processes behind them. Today, she is known for her emphasis on continuous improvement, agent development, and creating scalable quality frameworks that elevate both employee performance and customer experience in high-volume, fast-paced support environments.
Her Interview
Ten minutes with Billie
01What do you attribute your success to?
I attribute my success to consistent hard work and a commitment to continuous learning, always seeking opportunities to grow, improve, and adapt.
02What advice would you give to young women entering your industry?
I would advise young women entering this industry to stay open to feedback and view challenges as opportunities for growth. Much of the work involves coaching and quality assurance, where misunderstandings are common and can be turned into valuable learning moments. It is especially rewarding to see someone gain confidence after a difficult start and improve through guidance. Supporting others in that growth is one of the most fulfilling parts of the job.
03What values are most important to you in your work and personal life?
The values most important to me in both my work and personal life are balance, service, and intentional living. I don’t believe in working myself to exhaustion; my purpose extends beyond work to my two daughters, who are my greatest priority. I want to raise them with a servant’s heart and a strong sense of compassion for others.
Being a parent to two very different children has also taught me the importance of flexibility and not limiting myself to one path or perspective. That same mindset carries into my work and community involvement, where I value variety, empathy, and opportunities to serve others in meaningful ways.
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