Marcus Roche Email & Phone Number

Southampton, England, United Kingdom

Southampton, England, United Kingdom

Bournemouth, England, United Kingdom

·Managing a team of 6 QA coaches; training and developing their skills in line with our legal and regulatory requirements.·IT transformation project testing·Monthly Customer Governance data reporting·Root cause analysis of customer end to end journeys·Development and implementation of a Quality Assurance Framework and checking criteria·Identifying opportunities for efficiency and consistency in business processes·Developing a structured team dynamic, inclusive of all thoughts and ideas·Monthly 121 conversations with reportable team members, supporting their development, adherence to our QA Framework and managing absence.·Peer review checking on our core payment out processes, QA coach checks and team manager payment authorisations.· Identifying and escalating areas of concern arising from quality assurance results and sharing recommendations for individual personal development, systems, process or working practice improvements with Managers, Senior Managers and appropriate key stakeholders.· Support management team in the preparation and review of internal and external audit material.· Comprehensive understanding of products, processes and regulations across LVFS with a customer centric attitude· Subject Matter Expert for customer experience representatives and team managers for process and product related queries·Interview and recruitment experience· Knowledge of rules and regulations such as FCA guidance including Consumer Duty, Anti-money laundering & Customer Due Diligence and GDPR· Minute taking experience

Bournemouth, England, United Kingdom

As a QA Coach I developed a comprehensive checking process that transitioned from being a process driven checklist to a customer driven outcomes checklist. Using my SME knowledge and business networking, I worked with key stakeholders to develop a new way to check our people so that they can succeed whilst adhering to our legal and regulatory responsibilities, our business processes and positive customer outcomes. My organisational skills allowed me to develop and implement effective coaching plans; designed with individual learning styles, time to provide recommendations for process improvements, conduct a high volume authorisation claim payment checks and Quality Checking of claims and servicing tasks. I delivered new starter training for the business and developed our monthly MI reporting so that root cause analysis can take place, with plans developed to mitigate emerging people and process risks. I worked as a SME on a 6 month internal project where we transitioned to a new workflow system. I gained experience with external stakeholder management and completed a variety of test scenarios; reporting my findings into the project leads and working through the next steps until a solution was established. Your voice is a valuable asset and raising your thoughts professionally, both positive and negative is important so that the culture we work in is a positive experience for all. Being an Engage Rep allowed me to work through colleague feedback and deliver on actions to improve morale and support positive change. I was put forward by the business to be included in LV=’s marketing campaign as an advocate for being a voice of our people; both our customers and colleagues. The marketing campaign was published on a billboard next to my office and the images were used on LV=’s website, internal communications and E-Learning module reminders. I also march with Pride every year in the Bourne Free Pride event, as I am also part of LV=’s Pride network.

Bournemouth, England, United Kingdom

· Providing phone based customer service for the subject area· Control report worker· Call handler of complex queries and complaint resolution to assist team members and championing customer needs· Responding to customer communications via telephone, emails and administration work

Weymouth, England, United Kingdom

· Delivering excellent customer service· Responsible for handling large sums of money· Responsible for building good relationships with customers· Responsible for opening and locking up the restaurant

Weymouth, England, United Kingdom

· Providing respite care for parents with autistic children and diverse abilities · Supporting young people with autism· Working creatively and managing sensory filled days out· Building rapport with both the children and their families

Weymouth, England, United Kingdom

· Supporting children and young adults diagnosed with Autism aged between 2 – 19· Prioritising each individuals wellness and wellbeing to help them achieve their potential· Working as part of the wider teaching team· Speech, sign and motor skill development

As- Level Travel & Tourism: A, Sociology: C

A-Level Business Studies: A*, History: C, Psychology: Pass

12 Gcse’S All Between Grades A* – C