Michaela Pearson Email & Phone Number

Sileby, Gb

Leicester, England, United Kingdom

Completing assessments on the QA department and Operational leaders to ensure consistency and alignment.To deliver multiple calibration sessions to support colleagues across the business.Delivering quality training to new QA’s and team leaders and accrediting them to ensure a consistent level of competence.Ensuring processes are up to date and giving recommendations for improvementCompleting appeals in a timely manner ensuring they are resolved and clarity has been givenReviewing data to understand where improvements can be made.

Leicester, Leicestershire, United Kingdom

Responsible for the audit of a number of areas across the business and self developed to monitor sales, renewals, webchat, home, van, customer services and claims. Responsibilities include- Completing monitors on agents taking calls, providing valuable and insightful feedback that drives improvements.- Providing regular presentations to colleagues that have recently joined. To deliver the importance of quality and FCA guidelines within the business.- Complete monthly internal audits on the QA team to ensure we are consistent and competent.-Provide insight and raise trends and identifying system issues. While providing areas of improvement and suggest recommendations to improve processes and implementing fixes.

Leicester, Leicestershire, United Kingdom