My role was to oversee call quality for all phones/admin/Live Chat agents.I cover a wide range of Insurance Products including, Home, Motor, Pet, Travel,Dental and Life Insurance. This role includes facilitating weekly call calibration sessions, overall team quality meetings and team leader evaluation accuracy reviews while providing weekly reports, updates and recommendations to team leaders and team managers. I also prepare weekly and monthly reports for the senior management team and present findings,themes,trends, concerns and proposals to the senior management team.Other responsibilities include updating the sales/customer service scripts in line with regulatory requirements and internal procedure changes while delivering training when required.The role also includes conducting internal audits on calls in specific regulatory areas.