Quality Assurance Officer

• Mar 2023 - Present

Lenvi provide Lending Software, Standby Services and Mortgage Advice. My duties include: • Conduct monthly call monitoring and correspondence monitoring for all agents across the contact centre including administration, redemptions, and collections. • Analyse risk and correctly identify appropriate remedial action to support fair customer outcomes. • Conduct effective root cause analysis to support necessary improvements that feed into various business areas policies and process changes. • Ensure that the Quality Assurance scorecard aligns to the Homes England requirements and delivers effective outcomes for customers. • Create advanced monthly and quarterly reporting spreadsheets (Excel) as well as dashboards to provide an insight on staff performance and overall efficiency. • Providing aid to create reporting spreadsheets for other areas of the business. • Provide feedback to Team Leaders on the outcomes of the monitoring with clear guidance on the areas of improvement and coaching. • Identify areas of improvement or training with potential solutions. • Engage with stakeholders to agree processes and procedures via regular Teams meetings. • Producing and reviewing procedural guidance where required to fit the needs of the business. Show less

Risk Management Coordinator

• Dec 2020 - Mar 2023

Warwick Estates are a Property Management Company which provide tailored property management services to their clients, my duties in the Risk Management department were to: • Ensuring emails & tickets queries for the department are responded to in a timely manner. • Reporting and logging any incidents, accidents and near missing and chasing these until remedial works have been completed. • Producing monthly reports on Incidents, Fire Notices & Statistics. • Tracking overdue actions on a weekly basis and recording for senior membership teams. • Attending and organising meetings throughout the business, including minute taking. • Keeping up to date information on outstanding Health & Safety actions throughout the business. • Creating and maintaining an asbestos register for all properties managed. • Producing procedural guides and training material. • Ensuring information on building safety is up to date in line with latest legislation & British Standards. • Minute taking for senior membership calls & committee meetings. • Obtaining quotations from our competitors to ensure we are priced accordingly. • Keeping up to date with Building & Fire Safety Regulations. Show less

Incident and Risk Consultant / Front Line Manager

• Sep 2019 - Apr 2020

Atos are one of the largest IT solutions company in the world, of which supports various HMRC/DWP/NSI/Government contracts. This role revolved around remediation and managing incidents:• Ability to work across the full range of internal and external stakeholders.• Managing business incidents graded priority 1-7.• Liaising with numerous internal departments to create a temporary workaround procedure until a permanent solution was implemented.• Managing an ever-growing team, ensuring all KPI’s are dealt with, within contractual agreements.• Excellent communication skills & a disciplined work approach.• Good interpersonal skills & high attention to detail.• Good time management, organisation, prioritisation skills.• Ensuring quality standards are maintained throughout Team Coaches and Team Members.• Good understanding of the operational processes that sort both NS&I and B2B accounts. Show less

Team Manager

• Jan 2019 - Sep 2019

Throughout my time working for Atos, I had progressed into a Team Coach position, duties included:• Identifying areas of underperformance and championing quality.• Facilitating regular meetings to boost moral and encourage employees to suggest areas of improvement.• Creating performance improvement plans and quality assurance through call listening.• Liaising with senior management, reporting areas of concern.• Deescalating customer complaints and dissatisfactions.• Being responsible for performance management (e.g. setting objectives and reviewing KPIs). Show less

Interim Team Manager

• Oct 2018 - Dec 2018

Customer Service Representative / Administrator / Interim Team Manager

• May 2017 - Sep 2018

I have assisted a variety of administrative duties for all three schemes. Administrative duties included: • Write and distribute email, correspondence memos, letters and forms. • Liaise and handle requests and queries from senior managers. • Working with various payment systems to process customer deposits and withdrawals. • Delivering excellent customer service. • Deescalating customer dissatisfactions. • Processing evidence of identity, ensuring the requirements of the contractual agreement are met. • Handling Data Subject Access Requests (DSARs). Whilst working with Atos I have progressed from an administrative assistant to an Interim Administrative Manager. Day to day duties are as follows: • Managing multiple task simultaneously and meeting tight timelines. • Update and maintain office policies and procedures. • Trained and supervised small teams of administrative staff members. • Designed spreadsheets, slide shows, presentations, charts and graphs. • Act as the point of contact for internal and external clients and coordinated meetings. • Served as liaison between senior management and colleagues to streamline flow of information. • Managing various SL requirements within given timeframes. Show less