Mark Amos Email & Phone Number

Manchester, England, United Kingdom

Manchester, England, United Kingdom

Leading Training & Quality teams across multiple sites within the UK - working alongside Clients in heavily regulated industries. Identify, develop and drive enhancements within Client & Internal practices, including Training material, Grad Bay, Performance MGT, QA case selection/Risk based monitoring and QA Methodology.Drive improvements in Key Internal/Client Metrics, including New Starter Graduation%, QA Performance, CSAT and FCR for Complaints.Responsible for effective delivery of all Training & Quality requirements on each site.

Manchester, United Kingdom

Responsible for 3-5 medium sized Quality teams. This role has required strong leadership to drive the department through both its creation and further periods of significant change.•Responsible for delivery of numerous Strategic changes, including Structure, QA Methodology, Case selection and system optimisation within dept.•Responsible for the creation of KPIs & Metrics for Quality Operations.•Improved efficiency through the creation of Call scoring ‘best practice’ approach and implementation of Call tagging Technology.•Responsible for Quality Recognising Excellence scheme and creation of Colleague Progression Policy,•Setup own Quality Unit, recruited 4 QMs and 40 QAs in 6 month period.•Led department during multiple Business Consultation periods whilst also ensuring that Performance continued to the standards required.•Accountable for Quality Operations recruitment and FTE to TOM.

Norwich, United Kingdom

Joining the newly formed Quality department, my team was responsible for the completion of 1st Line monitoring of Sales Executives within Swinton Contact Centres, my key deliverables included. •Cross-site and interdepartmental support with the implementation of Tactical scorecards and scoring Methodologies.•Creation of department wide Call Calibration sessions to drive QA accuracy and consistency.

Norwich, United Kingdom

Manager of a medium sized Support team for a successful Contact Centre, helping to drive the goals of the Department and support the wider business. The key responsibilities for my team and I included•Production of MI, including Colleague KPIs, Contact Centre Metrics, Bonus and Payroll submissions, ultimately delivered across 5 Contact Centres.•Effective resource planning balancing current Resource and Customer volumes alongside Recruitment.•Telephony routing and optimisation, maximising resources across all Swinton Contact Centres.•Effective and timely handing of Post sale Customer Complaints, resulting in sustained reduction in Costings whilst improving Customer Experience/Outcomes.•Setup Technical Referral team, handling all Contact Centre Insurer Queries.