Craig Mooney Email & Phone Number

Glasgow, Scotland, United Kingdom

Working towards delivering a new social security system that ensures clients receive the financial support they need, while being treated with dignity, fairness and respect.

Glasgow, United Kingdom

• Managing and coaching a team of quality assurance analysts and auditors while supporting quality assurance across three different channels on five different sites.
• Bi-weekly risk assessment of proposed business changes
• Classroom based training delivery of multiple department sponsored initiatives
• Supported the delivery of a national training and competency scheme
• Provided key input into the launch of a simplified product portfolio Key Achievement: Scoring over 95% on the manager effectiveness index two years in a row

Glasgow, United Kingdom

• Providing successful quality assurance solutions that satisfy regulatory requirements, protect customers, maximise growth and add value while managing a group of Team Leaders
• Provided monthly business reviews to sales directors
• Delivered a simplified, universal call scoring methodology
• Delivery and roll out of an assessor accreditation process to ensure competency
• Assisted in creation and delivery of a business wide QA database Key Achievement: Maintaining +90% QA pass rate in three departments for over two years

Glasgow, United Kingdom

• Contributing to the effectiveness of the quality assurance process through monitoring and co-ordination of QA assessment activities.
• Responsible for writing and updating control documents as the process owner
• Pitched for and secured additional investment to form a team to drive improvement
• Identified potentially fraudulent activity both internally and externally
• Created management information from front line to board level from scratchKey Achievement: 90% reduction of customers flagging dissatisfaction with the sales journey

Glasgow, United Kingdom

• Start-up project to establish the scope of correspondence failing to reach customers and investigate solutions and opportunities.
• Gained introductory understanding of Six Sigma and Agile project management
• Identified unexpected growth opportunities through customers moving home
• Entrusted with management of a small satellite office
• Delivered above expected cost savingsKey Achievement: Handover of a BAU process that generated c£180,000 p/a in cost savings

Glasgow, United Kingdom

• Delivering professional, quality customer service by sharing product knowledge to help solve problems, make informed decisions and manage time wisely to achieve maximum results.
• Gained experience in a fast paced, customer facing call centre environment
• Consistently delivered above target performance in all KPI’s
• Assisted in a cost saving transition of admin process to off-shore teams
• Supported training that reduced failure demand by c3,000 calls per monthKey Achievement: Gaining a place on the Potential Leadership Program