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Hugh Beattie has extensive experience in customer service and quality assurance, currently serving as a Customer Service Quality Assurance Analyst at Hydro Ottawa since February 2007. In this role, Hugh develops and implements a QA program focused on enhancing the customer experience, reviews interactions to ensure quality standards, and provides coaching to team managers. Previous positions at Hydro Ottawa include Senior Customer Contact Agent and Acting Customer Service Quality Assurance Analyst, where responsibilities included resolving escalated inquiries from various stakeholders and interacting with customers via social media. Hugh also has experience in television production with YourTV (Cogeco) since March 2022 and served as a Customer Service Representative at Convergys from 2004 to 2010.