John Loughlin is the director of business Insights at HighPoint Global, bringing his expertise in contact center operations as an accomplished thought leader at the company. Loughlin has over 25 years of proven experience in financial services operations, audit, risk management, quality assurance and customer experience. As the director of business insights, Loughlin oversees the quality analysis team to design, measure, analyze, and improve contact center training initiatives that focus on improving quality and the content of training programs.