Quality Assurance Officer

• Mar 2022 - Present

Business Oversight Officer

• Oct 2019 - Jun 2022

Secondment Team Leader

• Nov 2020 - Nov 2021

• Conducted daily buzz session and weekly team meetings, where the team would be updated with any new communications for the business or any new procedures which needed to be followed. Motivated the team and asked if anybody needed any support with anything, be it work or personal. Updated the team with what work would be prioritised and if we have any work deadlines for that week. • Organised the teams progression to ensure all the work was kept up to date through their check sheets, this would help me prioritize the work for the team and if work needed to be re-designated to help with deadlines. • Always available for the team if they have a quality question, giving the most concise answer to my knowledge, if not sure about the answer I would investigate or communicate to somebody skilled in that area to resolve the matter.• Experienced in conducting meetings and calibration session with internal and external clients. Advising on how to improve their quality assessment skills and feeding back any remediation that needs completing.• Created timetables for coaching, mentoring for colleagues new and for colleagues coming back from maternity/long term sick. • Have experience of working on the Power BI system to created Monitoring Information to feedback to managers explaining the results found after monitoring the debt collection agencies as a team.

Quality Monitor

• Jun 2018 - Oct 2019

My main roles and responsibilities at Provident:• Undertaking quality monitoring reviews of operators to make sure they adhered to the financial conduct authority policies and the customer experience exceeds all expectation.• Provide feedback for colleagues influencing their quality performance and business standards. • Create the monthly information pack which contains the monthly statistics of how each debt collection agency has performed. • Embed a culture that puts the customer at the heart of everything I do.• Maintaining communication with team leaders and managers when standards and policies are changed.• Efficiently reporting to managers when I have identified detriment has been caused to an external client.• Complete scorecards on a daily basis and feedback correctly and efficiently to the debt collection agencies • Work with the team leader to coach and develop colleagues in areas they are not confident in.• Request calls and allocate the calls to the team.• Decide if a client needs a call back if detriment has been found on a call.• Each day organise my workload.Skills that I have learnt and that are essential to the role include:• Willing to take on responsibility.Every month I completed the monthly information pack which is sent to the debt collection agencies managers and also internal managers at Provident. This is the responsibility for the team leader but I have taken this task on to increase my knowledge of different systems like Power BI. • Strong Communication Skills.• Attention to detail.• Work well as part of a team.

Quality Monitor

• Jan 2016 - Jun 2018

My main roles and responsibilities at StepChange:• Undertaking quality monitoring reviews of advisers to make sure they adhered to the Financial Conduct authority policies.• Undertaking quality monitoring reviews for adviser to make sure they follow internal policies.• Complete written reports for feedback for advisers.• Maintaining communication with team leaders and managers when standards and policies change.• Efficiently reporting to managers when I have identified detriment has been caused to an external client.• Recording remediation after detriment has been discovered on a call.• Decide if a client needs a call back if detriment has been found on a call.• Each day organised my workload.Skills that I have learnt and that are essential to the role include:• Willing to take on responsibility.I have just completed a CICM level 3 Diploma in money & debt advice, I’m always willing to take on extra work to develop my career path.• Strong Communication Skills.Writing reports to team leaders and managers explaining the quality of their advisers also advising the managers when detriment has been found on a call and explaining to managers why a client would need a call back and justifying the reasons why.• Attention to detail.Actively listening to calls for charity making sure standards and policies are followed correctly. • Work well as part of a team.I’m always willing to help colleagues with difficult calls helping and explaining why a client would need a call back or if detriment has been caused on a call.• Confidence with IT skillsIn addition to the StepChange system’s I am required to use Microsoft Excel/Word/Access/outlook daily.