Mike Callow Email & Phone Number

This is a developing and evolving role responsible for establishing a full end to end call sampling process across the entire BG estate.

Manchester, United Kingdom

Current role is Quality Assurance Insight and controls manager. My primary role is to provide confidence to British Gas that the neccessary controls are in place and are effective to maintain our Quality performance. My secondary function is to provide insight using a variety of tools to look for Root cause issues, enable recommendations for business and to ensure key stakeholders are given the most appropriate options or solutions.

Leicester

This was a 6 month secondment to British Gas Business. The objective was to assist a non regulated part of British Gas to gain an understanding of FCA insurance regulation along with an understanding of all the necessary controls and processes that the business would need to adopt. I was used as a subject matter expert to advise national quality managers and channel managers. I liaised with product owners, channel managers and 3rd party resource to establish an effective initial QA framework including assessments, audits and calibrations. As a result of the secondment there have been new relationships developed between the QA teams across BG Energy, Services and Business.

Stockport, United Kingdom

Responsible for direct line management of Quality Coaches on site and for liaising with key outsource partners to provide additional quality support. Activities include measurement of key KPIs, insight into performance metrics and insight into root cause analysis. Providing recommendations and risk awareness to multiple stakeholders the role involved providing a consistent approach to QA and ensuring consistency across multiple channels.From November 2014 to June 2015 my primary role was Subject matter expert for Residential Services in the Design, Development and roll out of a new Pan channel QA database. This involved informing the design requirements, co-ordinating multiple activities with BG residential, project leading senior stakeholders through the requirements including communications, training, kpi management and follow up controls.

Cardiff, United Kingdom

Working within the British Gas Quality framework I was the direct contact between British Gas and a large 3rd party Call centre outsource. The role was to assist the outsourcer with the necessary skills, knowledge and training to become self sufficient whilst following the business and regulatory requirements. This role involved working away from home to be on site with the 3rd party. Within this role I had responsibility for ensuring all key stakeholders were informed of progress against targets for training and development. I had responsibility for prioritising key activities to ensure that the correct personnel were trained in the correct order. I was the approved British Gas trainer providing the accreditation for the next level of trainers within the 3rd party. Once training was completed I was responsible for ensuring the correct processes and reporting tools were in place to provide the correct level of assurance to the Senior Leadership teams at both BG and the 3rd party.

Stockport, United Kingdom

Supporting operational management to improve quality performance by means of auditing call assessments, providing 121 feedback and coaching observations. Working with managers of people to provide insight and recommendations in order to improve overall QA performance

Stockport

Direct line manager to team of 13 Quality assessor advisors. Responsible for maintaining standards across a call centre population of 150+ advisors. Role including ensuring consistency with 5 other contact centres. Supported the development and roll out of new QA model. Support change programme to change the QA model so that BG could decentralise the QA process. Line manager responsibilities included resourcing, attendance, productivity, consistency and insight KPIs. Reporting into National managers I produced a number of work projects for senior management level.