As a proactive and strategic Quality Assurance Manager, I have successfully revamped the Induction program, integrating blended learning methods and engaging e-learning modules, resulting in improved understanding and engagement for new employees. Additionally, I developed and executed a comprehensive monthly training plan focusing on Compliance, Health and Safety, and Performance, ensuring ongoing employee development and adherence to standards. By conducting thorough analysis of e-learning completion data, I identified areas for additional support and implemented targeted workshops to address learning gaps. Furthermore, I introduced Health and Safety Toolbox Talks for Workshop Technicians, achieving an exceptional 90% pass rate on both e-learning and statutory HSE assessments. Implementing an automated monthly reporting system, I provided real-time updates on e-learning completion, resulting in an impressive company-wide completion rate exceeding 90%. In the realm of Quality Management, I orchestrated the creation and updating of ISO9001-compliant Quality Management System (QMS) documentation, driving seamless compliance and continuous improvement efforts. Through spearheading internal audits and implementing Corrective Action and Preventative actions (CAPA), I ensured strict adherence to ISO9001 standards while meticulously reviewing outcomes for optimal results. Collaborating synergistically with management teams across multiple locations, I ignited transformative changes to propel quality performance and fostered a culture of continuous improvement. By effectively monitoring, measuring, and analysing monthly Key Performance Indicators (KPIs) linked to Quality, I provided management with insightful data-driven reports that facilitated strategic decision-making and fuelled proactive quality enhancement initiatives.

As both Quality and Training Manager, I successfully developed and delivered comprehensive training programs to enhance staff competence and customer satisfaction. In my role at Com Cab Contact Centre in Aberdeen, I trained over 150 staff members in the Despatch and Administration teams on Dial-a-Cab's bespoke booking and billing systems, achieving QA competence within an impressive three-month timeframe. Additionally, I created and delivered off-site training programs for customers, equipping them with the necessary skills to maximize their utilization of the online booking system and app. My efficient remote support to customers facing challenges with the in-house booking platform or app resulted in resolving over 75% of queries on the first contact, ensuring a seamless user experience and high customer satisfaction. Leveraging my ISO knowledge, I established technical support systems that led to the successful attainment of ISO27001 Information Security certification within a remarkable four-month period. Furthermore, I authored quick start training guides to facilitate a smooth transition to Microsoft 365 and SharePoint, enhancing productivity and collaboration. Through thorough User Acceptance Testing, I ensured the functionality and reliability of Contact Centre and Driver systems software, minimizing disruptions to operations. I am committed to delivering exceptional training and support to drive operational excellence and customer success.

In my role as a dedicated Quality & Training Manager, I successfully sourced an external provider and secured government funding to deliver work-based learning qualifications, resulting in 65% of the workforce achieving NVQ Level 2 or above. Through innovative training programs, I utilised diverse media formats to enhance call quality, customer service, and employee engagement, capturing business needs. I devised Personal Development Plans and conducted regular reviews to foster individual growth and advancement.Additionally, I championed a Corporate Social Responsibility program, driving initiatives that positively impacted the community and environment. Leveraging data analytics and learning tools, I strategically optimized learning outcomes and pioneered immersive virtual learning experiences. Furthermore, I implemented comprehensive Safety, Health, and Environmental policies, achieving ISO14001 and BS OHSAS 18001-2007 accreditation, ensuring a safe and ethical work environment.

As a skilled manager, I led a team of six trainers, fostering their professional growth and ensuring the delivery of high-quality employability skills training for clients on the Work Based Learning and New Deal training program. Through the implementation of a highly successful four-week training program, we achieved an impressive 42% increase in client retention, equipping them with the necessary skills and confidence for sustained employment. By designing and implementing structured training plans and continually evaluating the program, we exceeded client expectations and enhanced the effectiveness and relevance of the training content. Additionally, I developed comprehensive training modules and established Key Performance Indicators (KPIs) for the training staff, enabling continuous development and providing constructive feedback. I also maintained strong partnerships with subcontractors, exceeding regulatory requirements and delivering training that met rigorous quality standards. By producing weekly performance statistic reports, I provided valuable insights and data-driven analysis to drive continuous improvement in training outcomes.