Episode 64: Spotting the Gaps and Getting Compliance Right with Tonya Farmer at Priority
In this episode, I’m joined by Tonya Farmer, a U.S. Army Veteran turned Quality Assurance Expert, whose career journey is anything but conventional. Now a pivotal member of the compliance and workforce management team at Priority, Tonya shares how her military discipline, tech-savvy background, and psychology training come together to elevate compliance operations.
With over 32 years in customer service, Tonya brings a broad and deeply empathetic perspective to her work—ensuring that every interaction, every process, and every training initiative hits the mark.
We discuss:
- How Tonya’s background in the military and IT shaped her detail-oriented approach to compliance
- What it takes to identify gaps in training, service, and process before they become problems
- Why empathy, communication, and continuous feedback are essential in quality assurance
- How tools like PerformLine and NICE support real-time insights and coaching
Show Notes:
- Be a guest on the COMPLY Podcast: https://comply.performline.com/comply-content-speaker-interest
- Connect with Tonya: https://www.linkedin.com/in/tonya-farmer-569747354/
- Connect with Rhonda: https://www.linkedin.com/in/rhonda-mcgill/
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Episode Transcript:
Rhonda:
Hey there COMPLY Podcast listeners and welcome to this week’s episode. Today I’m joined by Tonya Farmer from Priority—a U.S. Army Veteran with a background in IT and psychology who’s now helping shape quality assurance and compliance from the inside out. We talk about how she spots gaps before they become problems, why training and empathy go hand in hand, and what it really takes to get compliance right. Thanks for listening, and enjoy.
Rhonda:
Greetings to our COMPLY Podcast listeners! I’m here today with a special guest who is also one of our compliance superheroes and a valued client—Ms. Tonya Farmer, who is currently with Priority.
Tonya, I’ve learned so much about you while preparing for this episode. You’re a Veteran of the United States Army, and I think you might be one of our first veterans on the podcast. So first and foremost, thank you for your service! I’m excited to hear more about your time in the military, as well as your journey into your current role at Priority.
I also understand that you have a background in psychology and IT, which is such an interesting combination. I can’t wait to dive into your experiences over the next few moments. But before I take up all the time, I’d love for you to introduce yourself to our listeners. Please share a little about your background and your role at Priority.
Tonya:
Thank you! And thank you so much for having me.
As you mentioned, I’m a Veteran of the United States Army. While in the military, I was a Computer Operator Analyst Specialist. That meant setting up secure and non-secure networks, attaching to node centers, doing web design, and managing communication systems, including email and network security.
After my military service, I used my GI Bill to further my education. My first degree is in Health Information Technology, which blended my IT background with the medical field. Later, I pursued a degree in Psychology from Georgia State University.
About four months after graduating, I joined Priority. I started in a customer service role, helping process rental assistance payments for tenants. Within a couple of years, I transitioned to the Quality Assurance and Workforce Management team, where I’ve been for about four years now.
Rhonda:
That’s awesome!
Tonya:
Yeah, I’ve had a bit of a varied journey. Overall, I have more than 32 years of customer service experience, spanning retail, visual merchandising, sales analysis, and setting up terminals. My current role in quality assurance and compliance allows me to bring all those experiences together.
When I think of compliance, I think of setting a standard. My goal is to ensure we uphold the highest standard possible for my company while meeting our objectives across the board.
I hope I didn’t talk too much! But that’s a little bit about me.
Rhonda:
Not at all! In fact, you touched on exactly what I was thinking. It’s amazing how your background and experiences have come full circle, leading you into the compliance space.
That was actually my next question—about your journey into compliance. You covered it beautifully, and it’s clear that your wide range of experience has contributed to where you are today.
Tonya:
Absolutely! Compliance touches so many different areas of business, from employees to clients. My background gives me a broad perspective, allowing me to ensure we’re meeting all necessary standards across the board.
Rhonda:
That makes so much sense. One of our past guests mentioned that compliance must be approached with empathy and an understanding of the audience you serve. You have to know your customers—their needs, their concerns—to serve them effectively. It sounds like you bring that perspective to Priority, and they’re lucky to have you!
Speaking of that, what are some of the things you enjoy most about your work at Priority?
Tonya:
The number one thing I love about quality assurance and compliance is ensuring that our clients get what they expect.
When I score a call and see high scores, it tells me that everything—training, staffing, client interactions—is working as it should. It means we’re meeting our goals and resolving customer needs effectively.
I also love identifying areas for improvement. Not everyone gets things right on the first try, and compliance isn’t just about pointing out mistakes—it’s about finding teachable moments. We use those insights to develop training and make processes even better.
Rhonda:
That’s so important! Training is something we often mention, but we don’t always dive into it. It sounds like you all take a serious approach to making sure your team is well-trained in compliance.
Tonya:
Absolutely. To meet compliance standards, we need fully trained individuals. Often, people don’t know what they don’t know, so we use call evaluations to identify gaps and offer targeted training.
We also focus on continuous improvement. Whether it’s refining existing training or preparing for upcoming changes, keeping our teams mentally engaged and forward-thinking is crucial in this industry.
Rhonda:
I love that!
What would you say is the most challenging aspect of working in compliance?
Tonya:
The sheer volume of it.
We want to meet every need and ensure we’re fully prepared as we grow. Scaling while maintaining compliance is a challenge.
Also, my military background instilled in me that if you’re on time, you’re late. So I always strive to stay ahead of the game. But in compliance, sometimes you have to wait for things to unfold before taking action. That lack of control can be tough for me, but I’ve learned patience is key.
Rhonda:
I love that—if you’re on time, you’re late! That’s a great mindset, especially in compliance, where staying ahead is critical.
If you were giving advice to someone new to compliance or to a team building out a compliance program, what would you say?
Tonya Farmer:
I’d say two things:
- Ask questions. Understand the program you’re building and define clear goals. Once you set your goal, you can map out the steps to reach it.
- Stay open-minded. Don’t box yourself into one approach. If something doesn’t work, be flexible and explore alternatives. Discuss ideas, consider different perspectives, and choose what best serves your overall objective.
Rhonda:
That’s great advice! Compliance is a tool for growth, and when done right, it opens up new opportunities for a business.
Speaking of tools—what tools are most essential for your team’s success at Priority?
Tonya Farmer:
One of our biggest tools is PerformLine!
We use it for quality scoring, training insights, agent performance tracking, and monitoring client interactions. It helps us see who’s excelling, who needs extra support, and whether calls are being resolved on the first attempt.
We also use Nice for call management, and I’m involved in call routing and scripting to ensure a seamless customer experience.
Rhonda:
That’s fantastic! It sounds like you’re making great use of those tools.
As we wrap up, I have to ask—what’s your superpower?
Tonya:
My superpower is spotting a kink in the plan.
If we’ve set a goal and something goes off track, I have a knack for identifying what’s wrong and figuring out how to fix it. It’s not just about pointing out mistakes; it’s about resolving them and keeping things moving.
Sometimes, I’ll catch things I wasn’t even looking for! My team jokes about it—we’ll be focused on one thing and stumble upon another issue. But once I see it, I have to fix it.
Rhonda:
That’s an amazing skill! But stay out of those rabbit holes!
Tonya:
Haha! I try, but it’s hard!
Rhonda:
Well, Tonya, thank you so much for taking the time to chat with us today. It sounds like you and your team at Priority are doing incredible work. I’m excited about the future of your partnership with PerformLine and look forward to seeing all the great things you accomplish.
Tonya:
Thank you! It’s been a pleasure speaking with you, and I appreciate all the support PerformLine provides.
Rhonda:
We appreciate you too! Thanks again, Tonya!
Rhonda:
Thanks for listening to this week’s episode of the COMPLY Podcast! As always for the latest content on all things marketing compliance you can head to performline.com/resources. And for the most up-to-date pieces of industry news, events, and content be sure to follow PerformLine on LinkedIn. Thanks again for listening and we’ll see you next time!
