Emma Simpkin Email & Phone Number

Bradford, England, United Kingdom

Bradford, England, United Kingdom

• Works with key stakeholders to translate business requirements into robust solutions to deliver effective outsource solutions
• Successfully delivered several off-shore transitions end to end in an 18 month period, enabling business savings of £7m of in year benefits to date
• Mobilised the travel and logistics of 80 individuals to Cape Town to support project delivery
• Managed and delivered project budget of £1.2m and enabled savings of xxx%
• Risk management and mitigation to deliver and maintain project scope

• Identification of robust Quality Assurance framework and implementation into outbound Sales function within an outsource partner
• Management of performance to required QA framework
• Reporting of achievements and progress to internal stakeholders
• Liaising with Sales Conduct stakeholders, Outsource Managers and Relationship Managers to ensure area complied with Conduct standards for Sales
• Identified and recruited 9 individuals required to deliver Quality Assurance requirements
• Arranged and supported training of candidates to complete Quality Assurance assessments

• Management of industry leading outbound team to enable Ofcom regulations for automatic Outbound Dialler functions across the business
• End to end management of function including Quality Assurance and MI creation
• Training of individuals and performance management
• Resource planning to meet customer demand
• Established function from conception, supported growth and developed activities to enable movement of work to an off-shore supplier for continued management
• Provided Business Assurance for the mitigation of risk to Ofcom regulations and potential financial implication to the business