Shawndra Tobias transforms chaos into clarity. At ETSLabs, she’s the strategic architect behind the data science revolution that makes QEval not just smart, but strategically brilliant.
Her journey from Etech sales agent in 2000 to Chief Data Strategy Officer reads like a masterclass in understanding every facet of contact center operations. Each role—from OSS Reporting Specialist to SVP of Customer Experience—sharpened her ability to see patterns others miss and transform operational challenges into competitive weapons.
The Credentials:
- Johns Hopkins University: Professional Data Science Certification
- IBM: 3-Star Recognized Data Expert
- Wharton School of Business: Certified Business Analyst
- PMI Methodology: Advanced Project Management Expertise
- 25+ Years: Contact center experience with decade-long analytics focus
Shawndra orchestrates ETSLabs’ enterprise-wide data strategy while leading the Etech Insights team and Program Implementation division. Her system audits, capacity planning, and quality assurance programs ensure QEval delivers both efficiency and impact—every single time.
Beyond revolutionizing data strategy, Shawndra champions community impact through servant leadership with Keep Lago Vista Beautiful, Wee Rescue, United Way, and Nacogdoches Boys & Girls Club.
Core Expertise:
Enterprise Data Strategy
Predictive Analytics
Operational Intelligence
