Head of QARA is hyper focused on metrics vs doing the right thing. This is felt all the way down to those doing the day to day. Sr Dir over complaints now is all about metrics, not quality of the job, same as he always has been. Blind eye to the changing of dates on complaints to make them not late- for years! Thats what happens when a sales guy is put over compliance. So many good people wanting to do the right thing and now a leader with no clue, no commitment to doing the right thing.