SQM Group - Call Center QA Specialist

SQM's Leadership Team

The leadership team consists of highly educated, seasoned professionals passionate about helping call center employees at all levels improve QA, Csat, FCR, reduce costs, and provide great customer experience.

Mike Desmarais

Mike Desmarais, MBA

Founder and CEO

Mike is the founder and CEO of SQM Group. Mike has led the charge of transforming SQM into an AI and SaaS platform firm and developing new QA software solutions that help call centers improve customer service delivery and costs. Mike received his MBA from Athabasca University in 2020. Mike has over 25 years of call center QA and Customer Service Management experience working with leading North American companies. Mike has written five thought-provoking call center CSM books and hundreds of customer service blogs. Also, Mike is a popular call center industry QA, FCR, and Csat thought leader with over 30,000 LinkedIn followers and is considered one of the most influential contributors to customer service in the call center industry.

Lara Pow

Lara Pow, DBA, MSc.

Chief Finance and Operations Officer

Lara has a Doctorate in Business Administration and a Master's degree in Mathematical Physics. Lara is a member of the Insights Association, American Marketing Association, and American Association for Public Opinion Research. She has over 15 years of research and analysis experience. Lara has contributed to the research for SQM's books, World Class Call Center, First Call Resolution, and FCR Best Practices, as well as co-authored SQM's most recent books, One Contact Resolution (1st and 2nd editions). Lara oversees all aspects of operations for SQM including finance, technology, data processing, and product development. Lara joined SQM Group in August of 2006.

Nader Ghattas

Nader Ghattas, MBA

Chief Customer Experience Officer

Nader brings over a decade of experience in CX and EX improvement consulting to SQM. Holding an MBA and an honors degree in business management, Nader started his career as a TSR at SQM. Having moved on to vocations in investment banking, supply chain management, and international business, Nader returned to SQM in 2012. As a chief spokesperson for SQM's powerful customer and employee experience improvement offerings in software innovation, best practice consulting, and awarding, Nader has been passionately promoting CX improvement to the contact center industry.

Glen Mah

Glen Mah, BSc.

Senior Vice President of Security and Technology

Glen has over 20 years of I.T. experience and has played a key role in the design and implementation of large corporate and commercial applications. Glen manages the technical team and is responsible for all of SQM's software development, I.T. Infrastructure, and I.T. Security and Privacy practices. Glen joined SQM Group in January of 1996.