Jackie Pringle Email and Phone Number
Celebrating contact centre and customer experience talent through industry awards at
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ECCA | European Customer Contact Allliance
Jackie Pringle's Location
Stockport, England, United Kingdom, United Kingdom
Jackie Pringle's Contact Details
Jackie Pringle work email
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Jackie Pringle personal email
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Jackie Pringle phone numbers
About Jackie Pringle
I've worked in contact centre operations for over 20 years. During that time I have enjoyed leadership roles across a number of sectors including Banking, Insurance, Mortgages, Debt Management, Sales and Service . I have led operational teams that have been responsible for designing and implementing activities across Quality Management, Compliance, Risk Management, Business Support, Employee Engagement, Training, Business Change, Business Readiness and recognition programmes. I am now taking the opportunity to draw on my years of contact centre experience to focus on identifying, recognising and celebrating talent across the industry that I am passionate about. I am delighted to have the opportunity to support the CCMA's goal of raising standards across Contact Centres.
Jackie Pringle's Current Company Details
Ecca | European Customer Contact Allliance
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Celebrating contact centre and customer experience talent through industry awards
Jackie Pringle Work Experience Details
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Director Of OperationsEcca | European Customer Contact Allliance May 2024 - Present
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Director Of Operations - UknccaUk National Contact Centre Awards Jan 2018 - PresentLondon, Gb -
Director Of Operations – EcccsasEcccsa (European Contact Centre & Customer Service Awards) Jan 2018 - PresentLondon, GbAs Head of Operations I am responsible for managing the judging process and organising the Awards Evening. -
Director Of Awards – CcmaCcma | Call Centre Management Association Jan 2018 - PresentLondon, GbManagement of the UK National Contact Centre Awards programme including the judging process and the Awards Night. -
Bss SmeCo-Op Insurance Oct 2016 - Aug 2017Manchester , Manchester , GbInterim role supporting leadership and colleagues during significant transformation of the business. Took responsibility for conducting a thorough handover and transfer of knowledge of the complex area recently managed and the many projects involved in. -
Business Support Services ManagerCo-Op Insurance Apr 2015 - Oct 2016Manchester , Manchester , GbPlanned, organised and led the provision of expert strategy, advice and guidance and the supply of key business support services to enable the Operations and Co-op insurance Executives to achieve specified outcomes in line with the business strategy and objectives.Managed a diverse, fast paced and challenging area of circa 50 people supporting Co-op Insurance Contact Centres, working collaboratively across the business whilst it embarked on a transformation programme and the Co-op Group went from a difficult rescue to rebuild phase in its recovery. Day to day ownership for a number of contact centre support services including Quality Assurance, Quality performance reporting, Incentives & Recognition, Business Training, Knowledge Management, Communications, Business continuity, Control & Governance, Cost Control, Small Change & Business Readiness. Created a culture of continual improvement across the function to reduce costs, increase revenue and enhance customer experience.Led & project managed the successful review, development, implementation and embedding of new Quality Assurance (QA) and Training and Competence (T&C) frameworks to ensure robust controls were in place enabling a platform to really drive performance.
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Small Change & Business Readiness ManagerCo-Op Insurance Jul 2014 - Apr 2015Manchester , Manchester , GbResponsible for organising, managing and controlling small change activity, resource and change demand for Co-op Insurance to facilitate quality outcomes and the Co-op Insurance Strategic Plan.• Initiated, planned and led the development, agreement and implementation of circa 60 small business change development/process improvements per annum to improve overall performance. • Ensured business readiness for Operational areas for all projects & change initiatives resulting in no negative impact to customers and minimum disruption to colleagues.• Led the organisation, management and control of the Co-op Insurance process governance framework including end-to-end process controls and mapping, applying rigour to processes and procedures ensuring business was conducted within appropriate risk, compliance and regulatory frameworks.• Picked by Co-op Group Exec to be a member of the Consumer Services virtual leadership team to consult, design and deliver cross business initiatives to support the Co-op Group rescue and rebuild programme.
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Quality ManagerCo-Op Insurance Sep 2011 - Jul 2014Manchester , Manchester , GbCo-op Insurance role model of the year 2013.Responsible for leading the design, development, prioritisation, implementation and ongoing delivery of a clear Quality Strategy and identifying, monitoring and delivering process excellence to improve quality outcomes for customers and colleagues.Led the design, development and implementation of an industry best practice Quality framework and the embedding of best practice Quality Assurance techniques and processes.Provided expert level advice to all frontline colleagues on industry best practise, regulatory frameworks and the delivery of the Customer Promise supporting the Operational teams in meeting and maintaining all quality standards. Took an end to end view of the customer journey from point of sale, service & processing, through to point of claim and delivered a number of key initiatives.Conducted quality reporting, process improvements and small operational change for the customer facing areas as well as project managing a number of high profile projects.Input to numerous regulatory change programmes including CIA, CCD and Auto renewals.Managed the root cause analysis of all voice of the customer data including complaints & seized opportunities to implement improvements to reduce dissatisfaction, improve customer experience & reduce cost.Understood and applied the commercial, finance and legislative requirements including regulatory issues and constraints ensuring the regulatory framework under which financial services organisations operate was adhered to and that treating customers fairly was embedded in the processes.
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Business Readiness LeadCo-Operative Banking Group Limited Jul 2010 - Sep 2011Manchester, Greater Manchester, GbPart of a hand picked team working on a £10m “Bank with us” programme to drive sustainable growth in primary current accounts resulting in 18% in year accounts growth. -
Colleague Engagement & Capability ManagerCo-Operative Banking Group Limited Jun 2010 - Sep 2011Manchester, Greater Manchester, GbResponsible for developing and delivering the colleague communication, engagement and culture programmes across c3,300 Shared Services colleagues to drive Colleague Advocacy and deliver upper quartile employee engagement and a culture that was aligned to the CFS givens, purpose and values.
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Incentive ManagerCo-Operative Banking Group Limited Jan 2008 - Jun 2010Manchester, Greater Manchester, GbResponsible for developing, implementing and managing an incentive scheme across c1, 600 advisers and 200 Team Managers in the Banking and Insurance sales & service contact centres across 3 sites managing the scheme within budget whilst maximising the return on investment
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Quality ManagerCo-Operative Banking Group Limited Jan 2007 - Jun 2010Manchester, Greater Manchester, Gb• Maximised the use and understanding of the Verint call recording system across the CFS contact centres to increase quality assurance call-monitoring activity• Lead subject matter expert for voice recording requirements for a Telephony Stabilisation project.• Designed, agreed and implemented best practice call monitoring processes across CFS Banking, Insurance and Mortgages contact centres including Direct Sales, Customer Service, GI Claims, Debt Management, Processing and Fraud.• Increased customer engagement results each year and improved consistency in evaluating calls across all contact centres, supporting delivery of the Customer Promise.• Drove the agenda in embedding quality responsibilities into the front line of the business.• Continually explored innovative improvements in call recording software, led the delivery of a speech analytics proof of concept to enable CFS to measure return on investment.• Implemented a Training & Competence scheme into Co-op Insurance contact centres. • Participated in User Groups exchanging best practice and sharing experiences.
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Retail Development ManagerMusic Zone Oct 2006 - Jan 2007A short-term consultancy role responsible for assessing the quality and consistency of the customer experience across 104 stores, providing senior managers with appropriate feedback and recommendations leading to an 11% increase in sales performance.
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Quality MangerThe Automobile Association Jul 2004 - Sep 2006Quality Manager, Road – Created and managed a team of 4 Senior Quality Analysts and 20 Quality Analysts, to measure and improve the competence and quality of 1400 contact centre staff within 4 AA sites. Responsible for analysing & identifying trends, leading and implementing company wide projects to improve levels of quality, directly impact operational KPI's and reduce operating costs. Managing the quality team budget & ensuring that the AA Road business was meeting its FSA compliance requirements.
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Sales Team ManagerThe Aa Jan 2000 - Jul 2004Basingstoke, Hampshire, GbManaged a high performing team of 10 -15 inbound call handlers through skilled motivating & coaching . Supported numerous department projects including marketing, recruitment and IT systems.2001 Finalist in AA National Manager of the Year Awards. -
Self EmployedExpressions Card & Gift Shop Jul 1986 - Nov 1996
Jackie Pringle Skills
Process Improvement
Stakeholder Management
Business Process Mapping
Iseb
Team Management
Test Management
User Acceptance Testing
Quality Assurance
Business Process Improvement
Customer Experience
Quality Center
Test Strategy
V Model
Test Planning
System Testing
Waterfall
Six Sigma
Risk Management
Quality Auditing
Project Management
Frequently Asked Questions about Jackie Pringle
What company does Jackie Pringle work for?
Jackie Pringle works for Ecca | European Customer Contact Allliance
What is Jackie Pringle's role at the current company?
Jackie Pringle's current role is Celebrating contact centre and customer experience talent through industry awards.
What is Jackie Pringle's email address?
Jackie Pringle's email address is ja****@****eaa.com
What is Jackie Pringle's direct phone number?
Jackie Pringle's direct phone number is +4479716*****
What skills is Jackie Pringle known for?
Jackie Pringle has skills like Process Improvement, Stakeholder Management, Business Process Mapping, Iseb, Team Management, Test Management, User Acceptance Testing, Quality Assurance, Business Process Improvement, Customer Experience, Quality Center, Test Strategy.
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