Managing a team of Quality Assurance Auditors (on site/remotely), monitoring performance. To provide coaching and ongoing development, ensuring their competence. Complete a programme of regular control checks across the end to end Quality Assurance process. Provide insight on key trends and drivers for review. Support the ongoing delivery, training and briefings of the QA process. Support deep dive testing of customer outcomes and conduct risk issues and complete thematic reviews. Input into QA and conduct forums, identifying, reporting and escalating any performance, process, system and regulatory risks. Present findings of analysis to the local teams to help determine the best course of action for improvement. To support assessors at all levels by providing advice, coaching, training, calibration to achieve consistent and accurate QA checks. Motivate staff to give feedback and ideas for continuing improvement. Contribute to QA change process, undertaking impact analysis and change implementation. Lead by example and create a safe environment.

Managing a team of coaches/analysts who work within Customer Operations to guide them re QA. Review QA volume and quality, ensuring adherence to QA policy and process. Help internal clients interpret QA results/root cause analysis. Provide a commentary of QA performance for their area and support and or initiate interventions (training, coaching).

Coach Team Leader, Contact Centre Team Leader; covering various genres of Specialist Team Leader, including Customer Relations, Customer Liaison, Specialist Referrals Correspondence and General Contact Centre. Manage the day to day operation of a team of up 15 FTE on the Contact Centre to meet business and operational requirements by leading, managing, coaching and inspiring the team to deliver an exceptional customer experience to meet the business objectives and strategy through effective communication and close management of KPI’s.