Experience

LCL Awards

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Quality Assurance Co-ordinator

  • Aug 2018 - Present

  • Monitoring the External Quality Assurance (EQA) Audit Plan in accordance with the schedule, including External Monitoring (Centre) and Remote Monitoring/Moderation (Centre). • Updating and maintaining the EQA (External Quality Assurance) MASTER document which consists of completed, scheduled Audits, any pending/completed Improvement Actions/Recommendations and the agreed completion date(s), ensuring complete transparency.• Invigilating Audit Assessments and ensuring auditing documents are accurate, up to date and any Improvement Action(s)/Recommendation(s) identified/highlighted are 'resolved/closed out' with both the Centre(s) and External Verifier(s) by the date(s) agreed with the Centre(s) and also indicated on the EV Audit Report(s).• Successful embedding of Quality and Compliance processes into Operational Delivery. • Streamlining, developing and monitoring of the Quality and Compliance Framework and the Quality Management System (QMS). • Training and Coaching in the Compliance, Quality and Assurance sector. • Processing, supporting and maintaining all Applications for Centre Approval and/or Extension to Qualification Scope, Approval and External Quality Assurance Audit (EQA) procedures.• Analysing trends, performing Database interrogation and Root Cause Analysis. • Working closely with the Quality Assurance and Relationship Manager, Operations Manager, Stake Holders, External Verifiers (EV's) and the Technical Manager.• Consulting with the LCL Awards (formally known as 'Logic Certification Ltd') External Verifiers in relation to Centre(s) Model Answers and ensuring these are reviewed in conjunction with the relevant Centre(s) practical provisions.• Planning, managing and maintaining all CPD (Continuous Professional Development) Records and Workshops which involve the Quality Assurance & Relationship Manager, CEO, Managing Director, LCL Awards External Verifiers, LCL Awards Approved Centres and other Awarding Organisations/Certification Bodies.



Denave Europe

• EMEA Quality Assurance Manager

  • Sep 2017 - Aug 2018

  • Acting as a catalyst for change and improvement in Performance and Quality. • Responsible for the quality audit of service provided by Telephone Consultants (listening and assessing) against set measurements/metrics, including assessing CRM updates and written communications with customers.• Investigating and producing 'Closed Loop' Analysis Reports for Microsoft, IBM and presenting findings/outcome(s) to the Operations Manager and CEO. • Working with Denave Europe Ltd. staff to establish procedures, quality standards, monitoring these against agreed metrics, recording, analysing and distributing statistical information/data.• Monitoring the performance of generated TQL’s (Tele Qualified Leads) Reports by Microsoft, IBM and Colt (DCS) Sales Executives, to name a few and ensuring that the finalised Lead Documents are converted to PDF and sent to the Client(s) for review. • Monitoring potential Leads/Inbound Traffic in the 'Nurturing' phase and ensuring these are converted into real sales.• Assessing Client requirements, ensuring that these are met and that we are and remain GDPR compliant.• Acting as a Quality Assurance Lead Auditor, leading all Call Calibration meetings which involve the Team Leaders, Clients for all Projects and ensuring Client requirements are met.• Driving Quality Assurance Processes and Continuous Improvement throughout the Business, delivering Quality Solutions to enable the Projects to meet both Service and Compliance Objectives. • Presenting to the Business, an in-depth analysis of quality issues, common trends to identify risk, areas for improvement and feedback to call centre team leaders and managers.



Churchill Knight

• United Kingdom
• Accounting
• 1 - 100 Employee

• Client Contact Quality Analyst

  • Jan 2017 - Jan 2017

  • Analysing all communications with Clients i.e. Business Calls and Emails for adherence to Quality & Compliance in relation to Business start-ups i.e. Limited Company and Umbrella.• Providing Coaching and Support to Client facing staff, recording the results of the Analysis and presenting feedback, recommendations for improvement and discussing common trends.



Fredrickson

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Quality and Compliance Specialist

  • Dec 2014 - Apr 2016

  • Testing all first line defences and (second line) including call quality monitoring, correspondence handling, collections strategy, collections correspondence, payment processing, training content and methods to ensure processes are robust, compliant and adhere to FCA Regulations.• Participating in call calibration sessions with Quality Co-ordinators and Clients such as Capital One, HMRC and Vodafone providing feedback and recommendations for improvement. • Ensuring the integrity of the complaints process and effectiveness of Root Cause Analysis & Customer Journey’s/Mapping including monitoring the effectiveness of Corrective And Preventive Action (CAPA), TCF (ensuring fair customer outcomes) and F.A.I.R principles. • Providing and recording feedback of reviews to the relevant business areas providing recommendations for improvement and ensuring that relevant policies and process documents are up to date.• Implementing compliance themed reviews which support the business to continually improve processes, procedures and compiling MIS (Management Information System) Reporting.• Providing an analysis as identified within auditing routines to allow for change or identification of new wording for adoption within call definitions, maintaining a log of all business failures and tests undertaken including Anti-Money Laundering (AML) checks.



Department for Business, Innovation and Skills

• United Kingdom
• Government Administration
• 400 - 500 Employee

• Quality Specialist

  • Sep 2011 - Oct 2014

  • Driving the Quality Processes for the Business Support Helpline (formerly known as 'Business Link') and responsible for the Quality Assurance for multi-channel communications including all verbal and written communications in conjunction with the .GOV.UK Website.• Participating in the design of call monitoring formats, quality standards, using a quality monitoring data management system to compile and track performance at team, individual level and provide trend data to the Management Team & Business Enterprise Group. • Preparing and analysing internal and external Quality Reports for Management staff review.• Ensuring that Call Centre Employees provide accurate information in a courteous, professional manner and participating in customer and client listening programmes to identify customer needs and expectations.• Designing, maintaining the Quality Expectations, Definitions, Quality Assurance Tracker and providing actionable data to various internal support groups as needed.• Producing weekly Quality Assurance Statistics and distributing these to the all Team Managers, the Operations Manager and the Contact Centre Manager.



Unilever

• United Kingdom
• Manufacturing
• 700 & Above Employee

• Quality Controller/Analyst (QC/QA)

  • Jul 2007 - Sep 2011

  • Understanding the internal, external demands for Quality and advising of suitable/appropriate responses i.e. templates that are not readily available.• Checking and reviewing the work (Emails & Letters) that have been compiled by the Advisors, Supervisors and Team Managers and that they meet the required standards.• Advising of suitable/appropriate responses i.e. templates that are not readily available.• Listening and monitoring Call Quality/Call Logs, recording errors and participating in call calibration sessions. Exporting, filtering and randomly selecting data for call monitoring.• Consistently checking of the Foods & Homes & Personal Care (HPC) products Daily Export Reports, recording the errors, trends and forwarding the statistics to the Team Managers.• Daily QC Reports to the Operations Manager, Team Managers regarding overall outstanding records Vs. QC's completed and consistently maintained a QC target of 85+ contacts per hour with a very minimal error rate.



Sitel

• Customer Service Analyst

  • Aug 2005 - Jul 2007

  • Handling inbound and outbound calls within the T-Mobile Call Centre.• Providing realistic/accurate information and solutions to customers and clients with regards to T-Mobile's products and services.• Troubleshooting in the technical sector of T-Mobile's products ranging from product settings, malfunctioning handsets and key problematic areas.• Presenting clear and concise information to my Team Manager regarding escalated calls.



Coutts Creative Shopper Marketing

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Packaging Designer/Detailer

  • Sep 2004 - Aug 2005

  • Creating Design Proposals and Specifications for products.• Producing design concepts for Boots Acrylics Products i.e. Mascara, Lipstick Holders and Shelf Units.• Updating design concepts on Boots products and providing design solutions.• Detailing products in terms of screw threads and insertions.• Minimising the tooling and manufacturing costs.• Presenting Conceptual Designs to the Senior Designer, Client and discussing the chosen concept.