Experience

Source Insurance

• United Kingdom
• Insurance
• 1 - 100 Employee

• Quality Assurance Auditor/Complaints Manager

  • Oct 2020 - Present



The AA

• United Kingdom
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Trainer

  • Sep 2019 - Nov 2019

  • New intake Service Adviser induction training and classroom delivery • Support and one-on-one coaching to meet company standards

• Quality Assurance Compliance Specialist

  • May 2016 - Nov 2019

  Quality Assurance Compliance Specialist • Monitoring of calls for all Operational areas: approximately 120 Customer Service/ Sales advisers.• Data analysing- highlighting trends, root cause analysis and risk.• Lead quality calibration sessions with both Frontline and Management Teams to drive consistency.• Ensure finding are delivered in a transparent and timely fashion.• Reviewing, rewriting, implementing processes and systems.• Participating in Management/ Operational meetings to discuss improvements/ business needs/ performance.• Liaise with all sites, MI, Legal and Compliance to improve efficiencies and encourage best practice.• Net Promotor score analysis • Leading/ delivering training to new starters.• GDPR fully trained and compliant• Script writing • Quality Monitoring form design • Commendation process implementation

• Business Support Specialist

  • Mar 2013 - May 2016

  Role responsibilities:• Providing franchise support for both new and existing Driving Instructors.• Managing individual work level concern cases including self promotion, advertising, online social media presence assistance and organising local events to creat business awareness.• Retaining Driving Instructors who are looking to leave the franchise.• National statistical and postcode analysis

• Complaints Handler

  • Jan 2010 - Apr 2013

  Role responsibilities: • Investigating and resolving customer complaints escalated from the frontline agents.• Handling and resolving high level, media sensitive and serious nature complaints.• Trend analysis and implementation of a Warning and Termination process for franchisees. • Strong written and verbal techniques.

• Customer Service Agent

  • Nov 2009 - Jan 2010

  • Assisting customers with multiple queries including complaints via both inbound and outbound calls.• Working in line/ towards business targets/ KPI’s.