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.

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.

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.